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PM Hospitality Strategies Increases Customer Satisfaction with Web-based Technology

Direct relationship between guest problem resolution and repeat business

ATLANTA, GA - June 9, 2009 – One of the keys to guest satisfaction and revenue growth is the ability to solve problems quickly. PM Hospitality Strategies realized that if they could shorten the time from discovery to resolution, before guests even realized there was an issue, they could increase customer satisfaction and loyalty, boost repeat business and generate positive word of mouth that would impact their bottom line.

In 2008, PM Hospitality Strategies installed Web-based hotel ServicePro at 11 properties. Today PM Hospitality’s properties use hotel ServicePro to track and resolve guest problems, generate work orders centrally and at the hotel level, perform inspections and manage preventive maintenance and fixed assets. As a result, they have seen guest satisfaction scores drastically improve. PM Hospitality chose hotel ServicePro for its ease-of-use and scalability, which enables all of the staff, from maintenance and housekeeping, to front desk and management to view the work orders and other processes. The system shortens the time required for resolution and automatically escalates problems up the management chain with time triggers if they are not quickly settled. Ease of use was as important as unlimited scalability for PM Hospitality Strategies because the company is executing an aggressive growth strategy.

“We have added four hotels in three months and each has seen double digit improvement, in problem resolutions since we installed hotel ServicePro,” said Joseph Bojanowski, executive vice president, PM Hospitality Strategies. “hotel ServicePro allows us to focus our guest service, housekeeping and maintenance resources on the key areas that impact guest satisfaction; customer satisfaction is paramount in the current environment. Our ability to maintain market share, and shift share, is completely dependent on customer satisfaction. Ensuring a trouble-free guest experience is essential, and this Web-based system lets our properties do just that. When there is a problem, it helps us solve it with a quick resolution and we are able to track them centrally for stronger management oversight.”

According to a recent survey conducted by PM Hospitality Strategies, hotel ServicePro helped the company increase the number of guest problem resolutions prior to guest departure from 40 percent, to 55 percent. Bojanowski noted that he looked at several similar fast-response systems before implementing hotel ServicePro. “The system was very easy to learn and use for our property level maintenance and housekeeping staffs – this put it ahead of similar solutions,” he said. “A property staff will simply not use a system they do not understand. Our teams were able to put hotel ServicePro to work right away.”

PM Hospitality Strategies uses hotel ServicePro to create, update and deploy real-time check-lists that utilize handheld mobile devices, including the Apple iPhone, for:

  • Preventative maintenance verification
  • Customer service and safety inspections
  • Operational reviews and other customized programs

The system relays alerts and resolution updates to those who need to be in the know, from housekeeping to management.

“We used to use the customary three-part work order forms to resolve guest issues and other maintenance problems,” said Bojanowski. “The Web-based hotelSystemsPro software eliminated the need for multiple manual paper filing systems and storage – so there is even a ‘green’ component to our implementation. The system has improved our guest service scores and enabled our staff to spend more time with their customers, helping to grow preference and loyalty.”

One of the goals for PM Hospitality Strategies staff is to minimize problems that can be anticipated, such as burned out light bulbs, scheduled HVAC repair and fire alarm testing. Web-based hotel ServicePro tracks the lifespan and maintenance schedules of assets and equipment so the property managers receive reminders that guide them to take proactive measures that reduce the time spent on rapid response and last-minute repairs that tax the maintenance teams.

“If you are running effective preventative maintenance and safety programs supported by easy-to-use software tools that the housekeeping and maintenance staff know how to operate effectively, you can operate a much more efficient operation and take care of most problems before the guest checks in,” said Bojanowski. “We know there is a direct correlation between loyalty, intent to return, and problem resolution, and hotelSystemsPro provides an excellent tool that enables our staff to be more productive.”

About PM Hospitality Strategies, Inc.
PMHS is the hotel management affiliate of Buccini/Pollin. Based in Washington, DC, the company manages all of Buccini/Pollin’s hotel assets, providing development, technical consulting, on-site management, and accounting expertise. Concentrated in the Mid-Atlantic, PMHS manages full-service and select-service hotels in the Hilton, Starwood, Marriott, and Choice families of brands.

Since the opening of its first hotel in 1996, PMHS has participated in the development and acquisition/renovation of dozens of hotels with a market capitalization of $1 billion. PMHS is an approved management company for leading hotel brands, including the full-service Hilton, Hilton Garden Inn, Embassy Suites Hotel, and Homewood Suites by Hilton. For more information, visit http://www.pmhs.com/

About hotel SystemsPro
Founded in 1996, hotel SystemsPro is a technology company operated by hospitality professionals who provide a suite of high performance, ASP-based enterprise property solutions that help hotel companies grow market share through better management of assets, increased sales, reduced operating expenses, and a higher quality guest experience. hotel SystemsPro partners with clients to provide solutions that scale across the broad range of properties in North America and around the world. Whatever the size of the property or its challenges, hotel SystemsPro solutions do the heavy lifting for hotel operators to streamline operations and boost staff productivity and property profitability. Solutions include hotel SalesPro, hotel CateringPro, hotel ServicePro and hotel WebSpace. For more information, visit www.hotelsystemspro.com.


PM Hospitality Strategies
2020 K Street, NW, Suite 600
Washington, DC 20006
Phone: 202-835-1000

hotel SystemsPro
Kathy Bannasch, CHA
Vice President of Sales, Marketing and Corporate Training
280 Interstate North Circle, Suite 600
Atlanta, GA 30339
Phone: 770-303-9911 or Toll free: 877-263-3645
Email: kathy.bannasch@hotelsystemspro.com

Media Contact:
Julie Keyser-Squires, APR
Softscribe Inc.
180 River Springs Drive NW
Atlanta, GA 30328
Phone: 404-256-5512
Email: Julie@softscribeinc.com