Improving Customer Satisfaction through Property Operations in Hospitality Industry

Abstract

Corrective Maintenance used to be the most common course of action in both service and manufacturing industry. Even though the new tendencies are moving towards Preventive Maintenance, many industries are stuck in the old days where “extinguishing fires” were the only way they know how to work. New generations are bringing a more broad perspective were preventing a problem before it happens, results to be more efficient, less expensive and more customerfriendly. The service industry is benefiting from this approach creating more value within their customers and differentiating themselves among other competitors. The use and development of technologies like softwares specifically created to meet the needs of the service industry are key to custom-made every experience according to the basic principles of each providing company. By using the DMAIC methodology, a new system is created within the hospitality industry to target opportunities to improve the guests experience during their stay, with the purpose of repeating it and bringing more guests. Key Terms - Air Handling Unit (AHU); DMAIC (Define, Measure, Analyze, Improve, Control); HVAC (Heating, Ventilation, Air Conditioning); Satisfaction And Loyalty Tracking (SALT).