Regular hotel maintenance can boost your business

Like meeting a person for the first time or going on a job interview, it is important for hotels to make a good first impression on guests. Travelers often form opinions about a hotel within the first 60 seconds of stepping in the lobby. Travelers will often notice parking, décor, carpet, signage, and even the smell. Although each traveler notices something different, the key to ensuring good impressions across the board is facility maintenance. Facility maintenance is the number one way to ensure your guests have a comfortable stay, generate repeat business, build rapport, and earn outstanding guest reviews.

 The first test of maintenance is the guest’s arrival. The nicest hotel can seem unappealing if lights are missing, signage is broken, or the carpets are stained. Some hotels make use of staff daytime walkthroughs to identify problem areas. The issues with staff walkthroughs are that staff rarely notice problems that are the same as the day before, are accustomed to the smells in the hotel, and are oblivious to any issues with signage unless it is emitting sparks.

The second maintenance test begins when guests arrive in the hotel’s lobby. Travelers will often notice smells, stained carpets, leakage, bathroom cleanliness, and overall hotel appeal. If the hotel is lacking in any of these areas, guests may believe it is an indicator that they will have a bad stay.

Room maintenance can completely make or break a guest’s stay, impressions, and review of your hotel. Room maintenance factors include bedspread, security, smell, bathroom/shower area, and carpet. Although hotel cleaning staff may be responsible for the actual cleaning of the room, the maintenance falls on everyone. Are the AC units free of rust and leaks? Are they in working order? The same goes for any gaming units, television sets, and alarm clocks or iPod docking stations. Hotel rooms with amenities that do not work will leave a bad impression.

The last of the major maintenance tests are the facilities overall. While these are not often seen by guests, they are seen by the inspectors that keep your hotel in business or shut you down completely. Hotel facilities include things like elevators, pools, spas, business or fitness centers, common areas, boiler rooms, and safety equipment. Loose railings, broken fixtures, visible water damage, and rust rings make for more than just a negative image; they can also be liability issues.