Case details

Intro Case

A renowned hotel chain with multiple properties needed a specialized pool servicing partner to ensure their pools remained safe, clean, and welcoming for guests. The goal was to maintain consistency across locations and offer guests a high standard of poolside relaxation, matching the hotel’s world-class reputation.

Conclusion

• Inconsistent cleaning schedules across hotel locations.

• Pool safety concerns due to lapses in regular maintenance.

• Unclear maintenance protocols leading to guest complaints.

Our Approach

We developed a tailored servicing plan that prioritized both safety and aesthetics, while offering flexibility to accommodate hotel schedules:

• Regular Inspections: Routine safety checks alongside cleaning services.

• Chemistry Monitoring: Real-time water chemistry analysis to ensure a safe swimming environment.

• Staff Training: On-site staff training to assist with basic maintenance between scheduled services.

Execution

We implemented a central scheduling system, coordinating services across all locations to avoid service gaps. In addition, we provided each hotel with a custom maintenance log and set up monthly consultations with hotel managers.

Conclusion

• Service inconsistency and communication gaps.

• Safety concerns with fluctuating water conditions.

• Lack of brand alignment in pool maintenance efforts.

Results

• 50% reduction in guest complaints related to pool cleanliness.

• Enhanced reputation for high standards in pool safety.

• 30% increase in customer satisfaction, with many guests mentioning the pools in reviews.

Ending Result

By standardizing maintenance across all properties and aligning services with the brand’s luxury ethos, we transformed the pool experience at every hotel, ensuring guest satisfaction and maintaining the hotel’s esteemed reputation.