“Not everything that counts can be counted, and not everything that can be counted counts.” – Sociologist William Bruce Cameron
If your hospitality facilities management systems and personnel are operating smoothly, you likely have a mountain of data at your disposal. But as Mr. Cameron notes above, not every number matters, and when it comes to efficiently managing your hospitality facilities management performance, identifying the right KPIs to measure is key.
There are as many KPIs to track as there are duties for your facilities management staff, and it can be difficult to know what’s most important and why. You’ll want to customize your KPIs to align to your organization’s overall goals and values, and to help you streamline and prioritize, here are 5 top KPIs for hospitality facilities management performance.
Efficient Use of Space
One key function of facilities management is making sure every square inch of your property is working for you. Are there services you’re performing in-house that can be moved to an outside vendor to save valuable space? If your VIP lounge is always packed, can you make the case for eliminating a suite to expand it? Can you reconfigure the popular pool area to accommodate both families and girls’ getaways?
Taking stock of the space you have and how you’re using it is worth measuring over time to make sure you’re responding to or even anticipating guests’ changing tastes and the needs of your property.
No longer just a set of buzzwords, energy efficiency and sustainability have become important measures that can both save you money and make your property more attractive to today’s environmentally minded guests. Tracking energy efficiency can be tricky, given all of the factors involved, but a good first step is an assessment of whether you’re using the most energy efficient technology available. If not, start making the switch, then compare your energy costs before and after any upgrades.
You can, and should, also get guests in on the act, giving them a choice of how often their linens are changed and offering incentives for less frequent service. You’ll save time and money, especially if you’re using an off-site laundry service with a pay-as-you-go model.
For more information on conservation practices for the hospitality industry and how to be recognized for your efforts, visit Florida’s Green Lodging Program.
Preventive Maintenance vs. Reactive Maintenance
A forward-thinking facilities management approach will err on the side of preventive maintenance vs. reactive maintenance, and tracking how much you’re spending on each will help drive decision making – and training – going forward. Your staff should be investing in scheduled maintenance that keeps equipment and machinery humming to avoid spending more on unexpected repairs and labor.
Problem Resolution Time
Guests may not be on your property very long, meaning they want any problems they face to be resolved quickly and efficiently so they can get on with their stay. Work with your facilities management software to track how long it takes for tickets to be successfully closed once they’re opened, as well as whether they’re resolved to the guest’s satisfaction the first time. Repeat calls are time wasters for both staff and guests.
In addition to tracking complaints and resolution time, you’re also likely measuring hotel guest satisfaction, and that number or set of numbers can be a good indication of how facilities management is performing at supporting a positive guest experience.
The surveys you send to guests after their stays should gather feedback on things like the cleanliness of the rooms and whether there were any problems.
Chances are, you can effectively measure your hospitality facilities management performance using data you already have or have access to. It’s a matter of prioritizing the right KPIs for your property, from guest experience to equipment maintenance. You’re already well on your way to turning that knowledge into power.
To learn ways you can improve financial performance and guest satisfaction, check out our free guide on 25 eco-friendly hotel practices!