“…improving our levels of guest satisfaction with the maintenance and condition of our...

1© InterContinental Hotels Group 2007

“…improving our levels of Guest satisfaction with the

maintenance and condition of our bedrooms”.

Kindly sponsored by:


Outline of Presentation

What is ?

Why is it important to our hotel?

How does it work?

What next?.

During this presentation, we will cover:


Guest Satisfaction (GSTS)

• Maintenance of Guest Rooms

• Condition of Furniture, Carpet, etc.

• Problems.

Improvement Target Areas:


What is ?

• Helps the hotel address the 2 key drivers simultaneously in a relatively short time frame

• Addresses concerns of irregular and ineffective Preventive Maintenance and Corrective Maintenance

• Helps to improve condition of guest rooms

• Provides a systematic process to:– Track frequency of defects– Identify root causes

• Requires the hotel to:– Manage manpower– Minimise costs– Manage scheduling.

is a tool that:


Room Maintenance Deployment Tree

Room with Defect

Corrective Maintenance

Preventive Maintenance

Complete Preventive

Maintenance List

Correct Preventive

Maintenance Execution

Correct Preventive

Maintenance Frequency

Reported by Guests

Reported by “Others”

Reported by Housekeeping


Rationale of

• Guests place greatest importance around items that they consider part of their “personal space”

• Guests expect items that are easily fixed to be fixed

• Guests perceptions of importance (which drive GSTS answers) are built in the data collection/analysis so as to give more weight to the most important room attributes

Rectify the frequently occurring defects that the guests deem as important.

Incorporate this focus into the hotel’s preventive maintenance programme.

Results of global survey (in-depth guest interviews):


Implementation Process

PREPARATION FOR I-FIX• Communication with management Team on the rationale and importance of I-Fix.

• Appointment of I-Fix Project Leader.• Agree on project plan and timelines.• Input details of hotel into the website.

STEP 1: INITIAL DATA COLLECTION• Print audit forms.• Establish benchmark for the audits.• Conduct audits of 33% of the total hotel rooms or 80 rooms, whichever is higher.

• Input collected audit data into the toolkit.

STEP 2: SWAT• Analyse results from the initial data collection.

• Brainstorm on possible root causes of the top 67% of defects.

• Determine solutions to address the root causes; considering the manpower, methods, tools, time and cost required for each action.

• Eliminate the determined defects in all guest rooms by SWAT team.

STEP 4: MAINTENANCE• Review and upgrade existing Preventive Maintenance Programme to incorporate actions taken by SWAT team.

• Continuous and effective Preventive Maintenance Programme.

• Conduct 30 room audits each month.

STEP 3: CONFIRMATION DATA COLLECTION

• Conduct audits of 33% of the total hotel rooms or 80 rooms, whichever is higher.

• Input collected audit data into the toolkit.

• Confirm SWAT actions eliminated 67% of defects as planned.


What Next?

• I-Fix is intended to be a one-time effort and improvement, after which Preventive Maintenance work will sustain it

• Hotels managed by IHG are now being asked to budget and implement a new Engineering System – ESCAP (Engineering Systems Computer Aided Programme)

• After I-Fix, a hotel must have a preventive maintenance programme that is:

– Optimum– Executed well and at recommended frequencies– Refined with I-Fix findings.


The buttons are arranged in sequence here, starting from

Hotel Setup all the way to Maintenance


Step 1 - Click here to start setting up Rooms

for audit

Step 2 - Click here to start setting up the Currency to be

used throughout this application

Click the Back button (at the bottom right hand side of the screen) to go

back to the Main menu.


Indicate the Floor number and Room number(s) and

click Add button to add to the list below

Rooms are categorized by the floors they are located on

1. Room Setup

Click the Back button (at the bottom right hand side of the screen) to go back to the Hotel Setup main menu.


Select the currency from the drop-down list and click Update

to save into the system

2. Currency Setup

Click the Back button (at the bottom right hand side of the screen) to go back to the Hotel Setup main menu.


After setting up Room and Currency, next stage

is to do Initial Data Collection (Stage 2)


Step 1 - Click here to print out the room checklist(s)

Step 2 - Click here to start to enter the data for each room

checklist

Step 3 - Click here to analyze the impact of data entered for the

checklist


back to the Main Menu.


a. This option prints out only 1 copy of the checklist

(recommended for slow network connection)

b. This option prints out all checklists (will take a much longer time for the output)

Click the Back button (at the bottom right hand side of the screen) to go back to the

Initial Data Collection menu.

1. Print Checklist


1. Print Checklist a. Print Room List

• Room numbers are categorized into different floors. There will be a checklist following this room list that can be printed out and used for auditing when visiting the rooms individually

• Choose the printer attached to your computer and start printing in paper form

• This is a pop up window. Close it by clicking on the in the top right hand corner


Hotel Name, Room number and textbox

for input of Audit Date

Questions are categorized into specific sections

Built-in weights to

each attribute to incorporate

guests’ perception of importance

1. Print Checklist b. Print All Checklists

• This is a pop up window. Close it by clicking on the in the top right hand corner.

• Choose the printer attached to your computer and start printing in paper form.


Legend to explain the differences in the font

colour of the Room numbersClick on each room number’s

hyperlink to go into the room’s checklist and input the

opinion to each question

2. Input Completed Checklist


back to the previous menu.


Room number that was selected in previous screen

Input the opinion to each question by ticking the

corresponding checkboxes

Click “Submit & Do Next Audit” button to save this

data input and proceed to the next checklist audit


Click “Submit” button to save this data input


Click on eitherUp or Down to

move items in/out of the SWAT list.

System re-calculates the cumulative

percentage.

Submit to SWAT

View graphClick here to transfermore items to SWAT.

I-Fix Score, AverageScore and Target

• Out of the defects shown here, those with cumulative % not more than 67% will be considered under SWAT.

Items with lighter shading correspond to the significant

few, contributing the most to

guest perceptions – accounting at a minimum for

67% of total points lost

3. Data Analysis & Summary

View original rankingof all defects.


back to the Initial Data Collection menu.


67% red target line

3. Data Analysis & Summary Graph

This is a pop up window. Close it by clicking on the in the top right hand corner.


This list shows all the defects, ranked

from most significant to least.

This screen view allows user to

isolate possible additional items that

can be added “manually” to the list

of SWAT items (beyond the

minumum number pre-selected that

accounts for 67% of total) – including the

“easy picks”

3. Data Analysis & Summary View Original Ranking

This is a pop up window. Close it by clicking on the in the

top right hand corner.


After the Initial Data Collection stage, next stage is

to perform SWAT (Stage 3)


Step 1 - Click here to start SWAT costing process

Step 2 - Click here to start to input the actions and methods

to fix the defects

Step 3 – Click here to view a system-recommended schedule

for the actual SWAT work

Step 4 – Click here to start actual SWAT auditing




Input the Cause and Solution for each defect and also the estimated amount of time to

fix and cost to fix

1. SWAT Costing


back to the SWAT menu.


Max. Time allocated for each room (in minutes) and also the Currency

used for the fix

Click on either Up or Down to move

the item. "Cumulative

Effective time to fix per room (mins)” and “Cumulative

Effective Cost to fix per room" will be re-calculated

at each move

Click here to confirm the SWAT costing

Click here to go back to the Input page to edit

1. SWAT Costing




Input theestimatedfrequency,

amount of timeto fix, method,

tools,additional tips,and sequenceof each SWAT

work.

Click here to pop up aSWAT Work detail window

and print out on paper.

2. SWAT Work


Detailed schedulegrouped by weeks. Editlink to add/remove roomnumbers to a particular

week.

Click on this link to viewthe rooms that were notscheduled for any week.

3. SWAT Schedule

Recommendations bythe system on the

estimated effort needed.

Click here to print outthe detailed room list

Schedule.


Check or un-check any boxes to include and/or exclude for that week

Scroll down and click Add button to add the room(s) to the list for that week.

3. SWAT Schedule

This is a pop up window. Close it by clicking on the in the top right hand corner.

Click the Edit link to add/remove room numbers to a particular

week


Step 3 - Click here to compare SWAT (before and after) on a weekly basis

Step 2 - Click here to input checklist

based on a particular week

Step 1 - Click here to print out the

checklist(s) based on a particular

week

Auditing 5% of the SWATed rooms allows monitoring the quality of the ongoing SWAT work

4. SWAT Audit




Click here to select a particular week

a. This option prints out only 1 copy of the checklist


b. This option prints out all checklists (will take a much longer time for the output)

4. SWAT Audit 1. Print Checklist


back to the SWAT Audit menu.


Click here to enter the room number and date

of auditList of Room

numbers to audit for that week

Checklist


a. Print Room List

• The checklist will only show those items that need to be fixed (that is, items that have been submitted to SWAT).




Hotel name and Room number already indicated

here.Click here to enter the date

of audit

Checklist


b. Print All Checklists

• The checklist will only show items that need to be fixed (that is, items that have been submitted to SWAT).





colour of the Room numbers

Click on each room number’s hyperlink to go into the room’s

checklist and input the opinion to each question

4. SWAT Audit 2. Input Completed Checklist




Room number that was selected earlier



Click “Submit & Do Next Audit” button to save this

data input and proceed to the next checklist audit

4. SWAT Audit 2. Input Completed Checklist




Reset the week’s auditInitial Audit results

• Displays Scores per week basis in comparison with the initial audit’s scores for each defect.

4. SWAT Audit 3. Audit Comparison




After SWAT, the next stage to go will be to confirm all

the data collected (Stage 4)


Step 1 - Click here to print checklist(s)

Step 2 - Click here to input checklist(s)

Step 3 – Click here to view results




Step 1a - This option prints out only 1 copy of the checklist


Step 1b - This option prints out all checklists (will take a much longer time for the

output)

1. Print Checklist


Confirmation Data Collection Menu.


List of Room numbers audited for

a particular week

Checklist





Hotel name and Room number already indicated here.

Click here to enter the date of audit

Checklist











Confirmation Data Collection menu.


Room number that was selected earlier






previous menu.


Initial Score and Confirmation Score

comparison.

3. Results


back to the Report Menu.


Last stage


Step 1 - Click here to print checklist(s)

Step 2 - Click here to input checklist(s)

Step 3 – Click here to view report




Step 1a - This option prints out only 1 copy of the checklist


Step 1b - This option prints out all checklists (will take a much longer time for the

output)

Click here to select a particular Audit month and year

1. Print Checklist


back to the Maintenance Menu.


Click here to enter the room number and date of audit

List of Room numbers audited for

that week

Checklist





Hotel name and Room number already indicated here.

Click here to enter the date of audit

Checklist









Select the Audit month and year



Maintenance menu.


Room number and Audit Month and Year that was

selected earlier






previous menu.


Step 3a – Click to view Trend Report

Step 3b - Click to download Monthly detailed report into

Excel format

3. Report


back to the Maintenance Menu.


Bar chart showing monthlyI-Fix score.

Bar chart showing monthly“Condition of Furniture, Carpet, etc.” GSTS score

Bar chart showing monthly“Maintenance of Guest

Room” GSTS score

3. Report a. Trend Report


back to the Report Menu.


• The report will show the total scores and the defect scores of the items in the checklist, following the confirmation data collection and the on-going monthly audits.

• The user can either open the Excel file directly or save the file before opening.

This column shows the totalscore of all the defects

listed across each month/year from Column C onwards.

3. Report b. Monthly Detailed Report

“…improving our levels of guest satisfaction with the maintenance and condition of our...

Documents