Pearson New International Edition International pcl tp indd 1

MODERN FRONT OFFICE ISSUES AND TACTICS
Automated Preventive Maintenance Systems
Automated preventive maintenance (PM) systems can help ensure that guestrooms are
maintained properly, and that guest complaints are minimized and addressed properly.
These systems may reduce labor costs, schedule proper PM on equipment at the right time,
and reduce the time required to complete work orders. PM systems minimize the number
of opportunities for errors, simplify the PM process, and save money by extending the life
of assets.
Automated systems also can have a direct impact on cleanliness—a concern of all
guests. Although guestroom cleanliness is the direct responsibility of housekeeping
personnel, factors such as a guestroom’s age, level of maintenance, and decor and lighting
influence guests’ perceptions about the cleanliness of guestrooms. As maintenance issues
are addressed, guest complaints decrease. Then maintenance staff can spend more time
addressing PM and less time reacting to problems that could have been avoided if an effective
PM program were in place.
Adapted from Hasek, G. 2004. Automated solutions such as Win Track PM add efficiencies to preventive
maintenance, rounds, work orders and room inspection processes. Retrieved May 2, 2004, from
http://www.hotel-online.com/News/PR2004_2nd/May04_WinTrack Solution.html.
Significant interaction is required between the maintenance and engineering,
housekeeping, and front office departments to provide the maximum number of
rooms for sale to guests each day. Assume that the housekeeper or a room inspector
notes that a television set is inoperative, a faucet in a bathroom leaks, or an electronic
mechanism to lock a room door does not work correctly. Housekeeping staff must
notify the front desk to put the room on out-of-order status and must also complete
and submit a maintenance request form such as that shown in Figure 8 to the 
maintenance and engineering department.
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