Introduction
In the competitive hospitality industry, operational efficiency and guest satisfaction are paramount. The DoubleTree Hotel in downtown Chattanooga, Tennessee, faced challenges in streamlining its operations and ensuring seamless communication across departments. With the implementation of OpsTechPro, the hotel has seen significant improvements in managing work orders, guest requests, and preventive maintenance.
The Challenge
David, the Chief Engineer at DoubleTree Hotel, highlighted the difficulties in tracking work orders and guest room preventive maintenance (PMs). While the engineering team quickly adapted to OpsTechPro, the front desk and housekeeping departments faced challenges in adopting the new system. Language barriers and resistance to change were significant hurdles.
“My biggest struggle is with the front desk and housekeeping… getting them to kind of get on board and adopt the program has been somewhat of a challenge,” David explained.
The Solution
OpsTechPro provided a comprehensive solution that addressed these challenges:
- Centralized Work Order Management: The platform allowed the engineering team to efficiently track and manage work orders, ensuring timely completion and follow-up.
“OpsTechPro keeps track of all my work orders… I love being able to print reports, follow up with things, and keep everything under control,” David noted.
- Multilingual Support: With the ability to translate the platform into 120 languages, OpsTechPro bridged the communication gap for the predominantly Hispanic housekeeping staff, enabling them to log issues in their native language.
“It’s really nice to hear that you can translate the entire platform… all written notes will be translated too,” David remarked, emphasizing the importance of this feature for his team.
- Comprehensive Training and Support: OpsTechPro’s support team facilitated Zoom meetings to engage and train the front office manager and executive housekeeper, emphasizing the importance of recording and tracking all maintenance activities.
“I would love to get my front office manager and my executive housekeeper… and just go through this and get familiar with it,” David expressed his eagerness for further training.
The Results
Since implementing OpsTechPro, DoubleTree Hotel has experienced:
- Improved Operational Efficiency: The engineering team can now track project progress and generate detailed reports, leading to better accountability and smoother operations.
“I can track where my guys are at with different projects and we keep things rolling,” David stated, highlighting the system’s impact on team productivity.
- Enhanced Communication: The multilingual feature has empowered the housekeeping staff to report issues directly, reducing guest disturbances and improving room maintenance.
“If the housekeepers can call it out, it’s way better for them to call it than the guests… pick up your phone and plug it into OpsTechPro,” David encouraged his team.
- Increased Adoption Across Departments: Through targeted training sessions, OpsTechPro has helped overcome initial resistance, fostering a culture of collaboration and efficiency.
Conclusion
OpsTechPro has proven to be more than just a software provider for DoubleTree Hotel. By offering tailored solutions and ongoing support, OpsTechPro has become a valuable partner in the hotel’s journey towards operational excellence. The success at DoubleTree Hotel is a testament to OpsTechPro’s commitment to enhancing efficiency and guest satisfaction in the hospitality industry.
“We all work for somebody… and that somebody else has the system in place that will ensure consistent measurement of all the procedures in operation,” David concluded, underscoring the importance of system adoption for overall success.
