Create Better Guest Experiences with Hospitality Facilities Management

From 19^th July – restrictions enforced due to the pandemic were completely lifted. As a result, it is expected capacity within the hospitality sector will of course soar. First impressions of your business matter, and it goes without saying that facilities management plays a key role in shaping the guest experience in the hospitality industry. The FM trade has been quick to respond to the unique requirements of the hospitality sector by combining a holistic approach, to ensure the highest standards of maintenance. From asset maintenance such as air conditioning to guest services such as security, MSL’s facilities management expertise can help to create a 5-star guest experience so that your visitors keep coming back to you.

Facilities management for the hospitality sector has evolved to meet the ever-growing expectations in the following ways:

1. Maintain Amenities for Guests

Guest experiences depend on superior staff performance – and facilities management can provide you with these outstanding individuals. For instance, updates to existing IT systems and equipment, and maintaining clean amenities must all take place behind the scenes. This level of indistinctness ensures guest experiences are uninterrupted and seamless, and therefore this builds customer loyalty at the same time.

For example, although in the UK restrictions have been lifted, making sure your facilities are hygienic will continue to be just as important. No matter your business, whether you have a hotel, restaurant or leisure attraction, facilities management can keep hygiene maintained behind the curtain. A clean and well-kept facility is what will make you stand out from your competitors. Whether you require this service as a one-off or as part of regular maintenance, either way it will not only improve efficiency, but profitability too.

When we talk about cleaning – it doesn’t only have to be for domestic purposes. At MSL, we also offer services such as freshening up your air system (install, refill, maintain and service) to keep air circulation fresh and flowing. Your guests will thank you for this, especially within the hot summer months.

2. Addressing Guest Complaints Immediately

When customer complaints come through – addressing them immediately is essential to creating a better guest experience. If the complaint involves an essential asset breaking down, for instance a malfunctioning HVAC control or a leaking roof – FM can help. A planned preventative maintenance schedule will avoid such unfortunate events as it is always better to address maintenance requirements before the issues arise and escalate. Our experts can design and implement this program so that it’s tailored specifically for you. This is applicable even outside of opening hours, or when most convenient for you. Not only does such a plan retain customer loyalty, but it saves your facility money too, as it prevents costly repairs.

3. Improve Security of Facilities

In hospitality, the security and safety of guests should be high priority. This could be in the form of giving guests at your hotel the peace of mind that their belongings are safe in their room. Or it could be that you have security in place so that you can always keep an eye on your business. Facilities management can facilitate all these security solutions. Having a security system in place can for example mitigate risks of burglary at your hotel, or violence and hooliganism at your bar or nightclub.

4. Decreased Risk of Shutting Down

Downtime is the last thing you want in hospitality. Having to shut down, for example in a restaurant or hotel due to important equipment malfunction, could mean cancelled reservations and a huge loss in revenue. Unexpected issues can disrupt the day to day running of your business, causing you to have to close whilst the repairs are carried out. Having a reactive maintenance plan in place will mean complications are dealt with quickly, so you can be up and running in no time. You will have more happy and loyal guests this way too.

An effective and efficient facilities management program within your hospitality business is like gold dust. It will mean reduced customer service issues and overhead costs, higher occupancy rates, better guest feedback and less invasive events such as maintenance during guest experiences.  This translates into better rates for those interested in using your services. As a result, you can provide for more individuals, keep them happy and secure an excellent return on investment.

If you would like further advice, on how MSL can help with your hospitality facilities management, call us on 0333 1234 450.