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TotalCare: A Big Solution for A Hotel’s Biggest Problem

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Hotels are big business here in the UK: 36 million overseas visitors came to the country during last year alone[1]. It’s safe to say the economy would not function without the revenue the hospitality industry provides.

From a hotel manager’s perspective, return customers are everything: it costs five to eight times more to attract a new customer than to retain an existing one[2]. Give the customer an experience that is comfortable, easy and enjoyable – whether they’re a couple celebrating a special occasion, a tourist exploring the local area, or a business employee looking for a stress-free stay – and they’re much more likely to come back. Which means steadier revenues and a better reputation – vital in today’s era of internet reviews and viral complaints.

So let’s talk logistics for a second, because the organisation involved in keeping any hotel running smoothly can be staggering. Hotels aim for 80% room occupancy over the year: around 10% of occupancies are lost to no-shows, and staff generally over-book to compensate for these. Since the final unoccupied 10% represents only a loss in revenue, it’s vital that room turnover is as efficient as possible.

Where does that leave the cleaning schedule?Rooms are prepared for new customers after every departure, of course, but deep-cleans and refurbishments take time – and most hotels aim for a minimum of one deep-clean per room, per year. Imagine a hotel with 178 rooms: around 15 rooms will need to be cleaned per month, if every room is to be cleaned at least once within the year. It’s the hotel manager’s task to schedule the cleaning of those 15 rooms at times when occupancy is lowest, and revenues will be affected least.

The average three-star London hotel charges £128 per day[3]. So putting 15 rooms out of use for a full day means a loss of £1920 over a month, and therefore £23, 040 over the course of the year. If the type of deep-clean requires two days to fully dry and air, as some do, then that loss of revenue is doubled, to nearly £50 000.

 What do these figures tell us, here at TotalCare?That the method used to deep-clean a hotel room is far more crucial than it appears. Most carpet cleaning systems use high volumes of pressurised water and cleaning agents to penetrate the carpet, and the dirt is then lifted out using a specialised vacuum. Depending on the environment, the carpets treated this way may take anywhere from four hours to two days to completely dry. The room, at least, will need to remain unoccupied for at least a day. For older hotels, carpeted floors without underlays may trap moisture from the cleaning, resulting in condensate stains that will also need to be cleaned. More time, and more expense – and if a customer is accidentally placed in a room with a still-damp carpet, there will be complaints, possible health and safety implications and a loss of reputation and revenues via refunds or a free nights stay.

So we decided we could do things a little differently, and developed a method that will allow for same-day turnaroundfor deep-cleaned rooms. Our aim is to complete our pre-scheduled rooms (between 15-20 at a time) between the hours of 6am and 12pm. If check-in starts at 2pm, it’s possible for a room to be completely refreshed without losing any occupancy at all.

 

What are the benefits?Well, we hope the general manager’s schedule will be considerably less complicated as a result, as well as the schedules of housekeeping staff and sales teams. A hotel cleaned with our method can maximise bookings and revenues, minimise unoccupied rooms, and increase customer satisfaction. So more of those gold-standard returning customers, and fewer wet carpets. We think we can all get behind that.

 

You can read a real-life, recent case study about this method in action here.
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[1]http://www.bha.org.uk/2609_bha_lobby_day_briefings_uk/

[2]http://www.hotelnewsnow.com/Articles/11472/10-tips-for-retaining-loyal-guests

[3]http://gb.hotels.com/hotel-price-index/7-average-room-prices-by-star-rating.html

 

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