Hotel Ops Optimization In Detail

The hotel faced a recurring challenge: despite having a capable team, service requests were often delayed or miscommunicated between departments. Guests noticed inconsistencies, and complaints about slow housekeeping and unresolved maintenance issues became common. Management wanted a way to make operations smoother and guest experience more reliable, but without burdening staff with complicated new systems.

I began by mapping out how requests currently moved between the front desk, housekeeping, and maintenance. Conversations with staff revealed that delays often came from manual tracking—sticky notes, phone calls, or paper logs. To address this, I facilitated workshops to gather input on what staff actually needed from a new system. Based on these findings, I recommended a staged introduction of a digital tracking tool, starting with housekeeping since it had the highest visibility for guests. Once improvements were seen there, the approach was extended to maintenance and other services. This phased delivery not only improved response times but also built trust among staff, who saw immediate benefits in their day-to-day work.