Kindly sponsored by:
“…improving our levels of Guest satisfaction with the
maintenance and condition of our bedrooms”.
© InterContinental Hotels Group 2007
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Outline of Presentation
During this presentation, we will cover:
 What is
?
 Why is it important to our hotel?
 How does it work?
 What next?.
© InterContinental Hotels Group 2007
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Guest Satisfaction (GSTS)
Improvement Target Areas:
• Maintenance of Guest Rooms
• Condition of Furniture, Carpet, etc.
• Problems.
© InterContinental Hotels Group 2007
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What is
?
is a tool that:
• Helps the hotel address the 2 key drivers simultaneously in a
relatively short time frame
• Addresses concerns of irregular and ineffective Preventive
Maintenance and Corrective Maintenance
• Helps to improve condition of guest rooms
• Provides a systematic process to:
– Track frequency of defects
– Identify root causes
• Requires the hotel to:
– Manage manpower
– Minimise costs
– Manage scheduling.
© InterContinental Hotels Group 2007
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Room Maintenance Deployment Tree
Room with
Defect
Corrective
Maintenance
Reported by
Guests
Reported by
Housekeeping
Preventive
Maintenance
Reported by
“Others”
Complete
Preventive
Maintenance
List
© InterContinental Hotels Group 2007
Correct
Preventive
Maintenance
Frequency
Correct
Preventive
Maintenance
Execution
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Rationale of
Results of global survey (in-depth guest interviews):
• Guests place greatest importance around items that they
consider part of their “personal space”
• Guests expect items that are easily fixed to be fixed
• Guests perceptions of importance (which drive GSTS
answers) are built in the data collection/analysis so as to
give more weight to the most important room attributes
 Rectify the frequently occurring defects that the guests deem
as important.
 Incorporate this focus into the hotel’s preventive
maintenance programme.
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Implementation Process
PREPARATION FOR I-FIX
• Communication with management
Team on the rationale and
importance of I-Fix.
• Appointment of I-Fix Project Leader.
• Agree on project plan and timelines.
• Input details of hotel into the website.
STEP 1: INITIAL DATA COLLECTION
• Print audit forms.
• Establish benchmark for the audits.
• Conduct audits of 33% of the total hotel
rooms or 80 rooms, whichever is higher.
• Input collected audit data into the toolkit.
STEP 4: MAINTENANCE
• Review and upgrade
existing Preventive
Maintenance Programme
to incorporate actions
taken by SWAT team.
• Continuous and effective
Preventive Maintenance
Programme.
• Conduct 30 room audits
each month.
STEP 2: SWAT
STEP 3: CONFIRMATION
DATA COLLECTION
• Conduct audits of 33% of the
total hotel rooms or 80 rooms,
whichever is higher.
• Input collected audit data into
the toolkit.
• Confirm SWAT actions
eliminated 67% of defects as
planned.
© InterContinental Hotels Group 2007
• Analyse results from the initial
data collection.
• Brainstorm on possible root
causes of the top 67% of defects.
• Determine solutions to address
the root causes; considering the
manpower, methods, tools, time
and cost required for each action.
• Eliminate the determined defects
in all guest rooms by SWAT team.
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What Next?
• I-Fix is intended to be a one-time effort and improvement,
after which Preventive Maintenance work will sustain it
• Hotels managed by IHG are now being asked to budget and
implement a new Engineering System – ESCAP (Engineering
Systems Computer Aided Programme)
• After I-Fix, a hotel must have a preventive maintenance
programme that is:
– Optimum
– Executed well and at recommended frequencies
– Refined with I-Fix findings.
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The buttons are arranged in
sequence here, starting from
Hotel Setup all the way to
Maintenance
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Step 1 - Click here to
start setting up Rooms
for audit
Step 2 - Click here to start
setting up the Currency to be
used throughout this
application
Click the Back button (at the bottom
right hand side of the screen) to go
back to the Main menu.
© InterContinental Hotels Group 2007
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 1. Room Setup
Indicate the Floor number
and Room number(s) and
click Add button to add to the
list below
Rooms are categorized by the
floors they are located on
Click the Back button (at the bottom
right hand side of the screen) to go
back to the Hotel Setup main menu.
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 2. Currency Setup
Select the currency from the
drop-down list and click Update
to save into the system
Click the Back button (at the bottom
right hand side of the screen) to go
back to the Hotel Setup main menu.
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After setting up Room
and Currency, next stage
is to do Initial Data
Collection (Stage 2)
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Step 1 - Click here to print
out the room checklist(s)
Step 2 - Click here to start to
enter the data for each room
checklist
Step 3 - Click here to analyze the
impact of data entered for the
checklist
Click the Back button (at the bottom
right hand side of the screen) to go
back to the Main Menu.
© InterContinental Hotels Group 2007
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 1. Print Checklist
a. This option prints out only 1
copy of the checklist
(recommended for slow
network connection)
b. This option prints out all
checklists (will take a much
longer time for the output)
Click the Back button (at the bottom right
hand side of the screen) to go back to the
Initial Data Collection menu.
© InterContinental Hotels Group 2007
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 1. Print Checklist  a. Print Room List
• Room numbers are categorized into different floors. There will be a checklist following this
room list that can be printed out and used for auditing when visiting the rooms individually
• Choose the printer attached to your computer and start printing in paper form
• This is a pop up window. Close it by clicking on the
© InterContinental Hotels Group 2007
in the top right hand corner
16
 1. Print Checklist  b. Print All Checklists
Hotel Name, Room
number and textbox
for input of Audit
Date
Built-in
weights to
each attribute
to incorporate
guests’
perception of
importance
Questions are
categorized into
specific sections
• This is a pop up window. Close it by clicking on the
in the top right hand corner.
• Choose the printer attached to your computer and start printing in paper form.
© InterContinental Hotels Group 2007
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 2. Input Completed Checklist
Legend to explain the
differences in the font
colour of the Room
numbers
Click on each room number’s
hyperlink to go into the room’s
checklist and input the
opinion to each question
Click the Back button (at the bottom
right hand side of the screen) to go
back to the previous menu.
© InterContinental Hotels Group 2007
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 2. Input Completed Checklist
Room number that was
selected in previous screen
Input the opinion to each
question by ticking the
corresponding checkboxes
Click “Submit & Do Next
Audit” button to save this
data input and proceed to the
next checklist audit
Click “Submit” button to
save this data input
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 3. Data Analysis & Summary
I-Fix Score, Average
Score and Target
Items with
lighter shading
correspond to
the significant
few,
contributing
the most to
guest
perceptions –
accounting at
a minimum for
67% of total
points lost
Click on either
Up or Down to
move items in/out
of the SWAT list.
System re-calculates
the cumulative
percentage.
Click here to transfer
more items to SWAT.
View graph
View original ranking
of all defects.
Submit to SWAT
• Out of the defects shown here, those with cumulative % not
more than 67% will be considered under SWAT.
© InterContinental Hotels Group 2007
Click the Back button (at the bottom
right hand side of the screen) to go
back to the Initial Data Collection menu.
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 3. Data Analysis & Summary  Graph
67% red target
line
This is a pop up window. Close it by clicking on the
© InterContinental Hotels Group 2007
in the top right hand corner.
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 3. Data Analysis & Summary  View
Original Ranking
This list shows all
the defects, ranked
from most
significant to least.
This screen view
allows user to
isolate possible
additional items that
can be added
“manually” to the list
of SWAT items
(beyond the
minumum number
pre-selected that
accounts for 67% of
total) – including the
“easy picks”
This is a pop up window. Close
it by clicking on the
in the
top right hand corner.
© InterContinental Hotels Group 2007
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After the Initial Data
Collection stage, next stage is
to perform SWAT (Stage 3)
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Step 1 - Click here to start SWAT
costing process
Step 2 - Click here to start to
input the actions and methods
to fix the defects
Step 3 – Click here to view a
system-recommended schedule
for the actual SWAT work
Step 4 – Click here to start
actual SWAT auditing
Click the Back button (at the bottom
right hand side of the screen) to go
back to the Main Menu.
© InterContinental Hotels Group 2007
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 1. SWAT Costing
Input the Cause and Solution
for each defect and also the
estimated amount of time to
fix and cost to fix
Click the Back button (at the bottom
right hand side of the screen) to go
back to the SWAT menu.
© InterContinental Hotels Group 2007
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 1. SWAT Costing
Max. Time allocated for
each room (in minutes)
and also the Currency
used for the fix
Click on either Up
or Down to move
the item.
"Cumulative
Effective time to
fix per room
(mins)” and
“Cumulative
Effective Cost to
fix per room" will
be re-calculated
at each move
Click here to confirm the
SWAT costing
Click here to go back to the
Input page to edit
© InterContinental Hotels Group 2007
Click the Back button (at the bottom
right hand side of the screen) to go
back to the SWAT menu.
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 2. SWAT Work
Input the
estimated
frequency,
amount of time
to fix, method,
tools,
additional tips,
and sequence
of each SWAT
work.
Click here to pop up a
SWAT Work detail window
and print out on paper.
© InterContinental Hotels Group 2007
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 3. SWAT Schedule
Recommendations by
the system on the
estimated effort needed.
Click on this link to view
the rooms that were not
scheduled for any week.
Detailed schedule
grouped by weeks. Edit
link to add/remove room
numbers to a particular
week.
Click here to print out
the detailed room list
Schedule.
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 3. SWAT Schedule
Click the Edit link to add/remove
room numbers to a particular
week
Check or un-check any boxes to include
and/or exclude for that week
Scroll down and click Add button to add
the room(s) to the list for that week.
This is a pop up window. Close it by clicking on the
© InterContinental Hotels Group 2007
in the top right hand corner.
29
 4. SWAT Audit
Auditing 5% of the SWATed rooms allows monitoring the
quality of the ongoing SWAT work
Step 1 - Click here
to print out the
checklist(s) based
on a particular
week
Step 2 - Click here
to input checklist
based on a
particular week
Step 3 - Click here
to compare SWAT
(before and after)
on a weekly basis
Click the Back button (at the bottom
right hand side of the screen) to go
back to the SWAT menu.
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 4. SWAT Audit  1. Print Checklist
Click here to select
a particular week
a. This option prints out only 1
copy of the checklist
(recommended for slow
network connection)
b. This option prints out all
checklists (will take a much
longer time for the output)
Click the Back button (at the bottom
right hand side of the screen) to go
back to the SWAT Audit menu.
© InterContinental Hotels Group 2007
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 4. SWAT Audit  1. Print Checklist 
a. Print Room List
Click here to enter the
room number and date
of audit
List of Room
numbers to audit for
that week
Checklist
• The checklist will only show those items that need to be fixed (that is, items that have been
submitted to SWAT).
• Choose the printer attached to your computer and start printing in paper form.
• This is a pop up window. Close it by clicking on the
in the top right hand corner.
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 4. SWAT Audit  1. Print Checklist 
b. Print All Checklists
Hotel name and Room
number already indicated
here.
Click here to enter the date
of audit
Checklist
• The checklist will only show items that need to be fixed (that is, items that have been
submitted to SWAT).
• Choose the printer attached to your computer and start printing in paper form.
• This is a pop up window. Close it by clicking on the
© InterContinental Hotels Group 2007
in the top right hand corner.
33
 4. SWAT Audit  2. Input Completed
Checklist
Legend to explain the
differences in the font
colour of the Room
numbers
Click on each room number’s
hyperlink to go into the room’s
checklist and input the
opinion to each question
Click the Back button (at the bottom
right hand side of the screen) to go
back to the SWAT Audit menu.
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 4. SWAT Audit  2. Input Completed
Checklist
Room number that was
selected earlier
Input the opinion to each
question by ticking the
corresponding checkboxes
Click “Submit & Do Next
Audit” button to save this
data input and proceed to the
next checklist audit
Click the Back button (at the bottom
right hand side of the screen) to go
back to the SWAT Audit menu.
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 4. SWAT Audit  3. Audit Comparison
Initial Audit results
Reset the week’s audit
Click the Back button (at the bottom
right hand side of the screen) to go
back to the SWAT Audit menu.
• Displays Scores per week basis in comparison with the initial audit’s scores for each defect.
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After SWAT, the next stage
to go will be to confirm all
the data collected (Stage 4)
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Step 1 - Click here to print
checklist(s)
Step 2 - Click here to input
checklist(s)
Step 3 – Click here to view
results
Click the Back button (at the bottom
right hand side of the screen) to go
back to the Main Menu.
© InterContinental Hotels Group 2007
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 1. Print Checklist
Step 1a - This option prints
out only 1 copy of the
checklist (recommended for
slow network connection)
Click the Back button (at the bottom right
hand side of the screen) to go back to the
Confirmation Data Collection Menu.
© InterContinental Hotels Group 2007
Step 1b - This option prints
out all checklists (will take
a much longer time for the
output)
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 1. Print Checklist  a. Print Room List
List of Room
numbers audited for
a particular week
Checklist
• Choose the printer attached to your
computer and start printing in paper form.
• This is a pop up window. Close it by clicking
on the
in the top right hand corner.
© InterContinental Hotels Group 2007
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 1. Print Checklist  b. Print All Checklists
Hotel name and Room number
already indicated here.
Click here to enter the date of
audit
Checklist
• Choose the printer attached to your computer and start printing in paper form.
• This is a pop up window. Close it by clicking on the
© InterContinental Hotels Group 2007
in the top right hand corner.
41
 2. Input Completed Checklist
Legend to explain the
differences in the font
colour of the Room
numbers
Click on each room number’s
hyperlink to go into the room’s
checklist and input the
opinion to each question
Click the Back button (at the bottom right
hand side of the screen) to go back to the
Confirmation Data Collection menu.
© InterContinental Hotels Group 2007
42
 2. Input Completed Checklist
Room number that was
selected earlier
Input the opinion to each
question by ticking the
corresponding checkboxes
Click “Submit” button to
save this data input
Click the Back button (at the bottom right
hand side of the screen) to go back to the
previous menu.
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43
 3. Results
Initial Score and
Confirmation Score
comparison.
Click the Back button (at the bottom
right hand side of the screen) to go
back to the Report Menu.
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Last stage
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Step 1 - Click here to print
checklist(s)
Step 2 - Click here to input
checklist(s)
Step 3 – Click here to view
report
Click the Back button (at the bottom
right hand side of the screen) to go
back to the Main Menu.
© InterContinental Hotels Group 2007
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 1. Print Checklist
Click here to select a particular
Audit month and year
Step 1a - This option prints
out only 1 copy of the
checklist (recommended for
slow network connection)
Step 1b - This option prints
out all checklists (will take
a much longer time for the
output)
Click the Back button (at the bottom
right hand side of the screen) to go
back to the Maintenance Menu.
© InterContinental Hotels Group 2007
47
 1. Print Checklist  a. Print Room List
Click here to enter
the room number
and date of audit
List of Room
numbers audited for
that week
Checklist
• Choose the printer attached to your computer and start printing in paper form.
• This is a pop up window. Close it by clicking on the
© InterContinental Hotels Group 2007
in the top right hand corner.
48
 1. Print Checklist  b. Print All Checklists
Hotel name and Room number
already indicated here.
Click here to enter the date of audit
Checklist
• Choose the printer attached to your computer and start printing in paper form.
• This is a pop up window. Close it by clicking on the
© InterContinental Hotels Group 2007
in the top right hand corner.
49
 2. Input Completed Checklist
Legend to explain the
differences in the font
colour of the Room
numbers
Select the Audit
month and year
Click on each room number’s
hyperlink to go into the room’s
checklist and input the
opinion to each question
Click the Back button (at the bottom right
hand side of the screen) to go back to the
Maintenance menu.
© InterContinental Hotels Group 2007
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 2. Input Completed Checklist
Room number and Audit
Month and Year that was
selected earlier
Input the opinion to each
question by ticking the
corresponding checkboxes
Click “Submit” button to
save this data input
Click the Back button (at the bottom right
hand side of the screen) to go back to the
previous menu.
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 3. Report
Step 3a – Click to view
Trend Report
Step 3b - Click to
download Monthly
detailed report into
Excel format
Click the Back button (at the bottom
right hand side of the screen) to go
back to the Maintenance Menu.
© InterContinental Hotels Group 2007
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 3. Report  a. Trend Report
Bar chart showing monthly
“Maintenance of Guest
Room” GSTS score
Bar chart showing monthly
“Condition of Furniture,
Carpet, etc.” GSTS score
Bar chart showing monthly
I-Fix score.
Click the Back button (at the bottom
right hand side of the screen) to go
back to the Report Menu.
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53
 3. Report  b. Monthly Detailed Report
This column shows the total
score of all the defects
listed across each month/
year from Column C onwards.
• The report will show the total scores and the defect scores of the items in the
checklist, following the confirmation data collection and the on-going monthly audits.
• The user can either open the Excel file directly or save the file before opening.
© InterContinental Hotels Group 2007
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