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06/01/2012 13:11
he following post was inspired by a friend of mine that was recently married on New Years Eve here in beautiful Tampa. After the wedding, a reception was held at a local well-known hotel. Things went along well until approximately midnight when the guests room key cards to the hotel rooms failed.
http://www.mintek.com/blog/eam-cmms/years-eve-hotel-management-nightmare-true/
Now this was not an ordinary room key failure, in fact all hotel rooms were affected indicating a system failure. In most hotels, maintenance management can use a master key to open rooms but it was reported that these keys did not work either. To make matters worse the physical master key that was used to open the guest rooms did not work for all the rooms. The liability issue on this is exceptionally high.
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A New Years Eve Hotel Management Nightmare Come True
06/01/2012 13:11
Angry guests: In two of the hotels the police were called in to handle angry guests. Noise: Those who were the first to be in their rooms had to deal with noise issues Overwhelmed bathrooms: Leaving the hotel with an unkempt perception. Guest locked in rooms: It is reported that in at least one hotel guest were locked in their room and unable to exit. Blackened Image: Negative travel reviews and bad memories that guest wont forget. Lots and lots of overtime Lost Revenue: Lots of free stays and comps given out.
The actual lock malfunctions were not the hotels fault because this occurred in several hotels in different parts of the country. My guess is that the problem is a glitch in the software that runs the computerized lock systems. The manufacturer will need to bear responsibility on this. In two of the hotels it is reported that the master keys did not work. This is possible if they too are electronically coded. In Tampa, the hotel had a physical key to unlock doors. the problem is they only had one key. There is no excuse for a hotel not to have a physical key to unlock doors in an emergency. Responsible party Hotel Management. Hotel master key not working on every door. Periodic inspections could have identified this problem before guest became furious. Compd stays are one thing, no bed to sleep on New Years Eve after revelry or
reception drinks is never forgotten. Responsible party Hotel Maintenance Management Hotel hall noise. With guest locked out of their room and in the hallways or common areas, hall noise levels exploded. Hotel noise problems are already one of the top hotel problems. Proper carpeting, weather stripping can mitigate noise issues. Responsible party Hotel Management and Maintenance. Bathroom facilities overrun. With no room access everyone was forced to use the few common restrooms. I cannot even begin to imagine the state of the restrooms in Denver, Tampa or NYC. Credit maintenance teams for doing what they could. Responsible party none. Guests locked inside their room after electronic locks failed. This is another inspection issue as safety or door inspections should have identified these problems. Responsibility Maintenance
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A New Years Eve Hotel Management Nightmare Come True
06/01/2012 13:11
We would love to hear your stories of hotel maintenance staff going above and beyond the call of duty. If you liked this article you may also enjoy reading: CMMS, hotels, inspections
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http://www.mintek.com/blog/eam-cmms/years-eve-hotel-management-nightmare-true/
A New Years Eve Hotel Management Nightmare Come True Relevant EAM CMMS, Cable, and Lodging News for 12-30-2011 2012 New Years Maintenance Resolutions
Stuart Smith is Minteks InBound Marketing Specialist. He works hard at creating compelling content to keep Minteks customers and prospects informed with relevant information.
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