Customer Success
Total Management Systems digitize hotel quality audits with GoAudits
Industry
Hospitality – hotel management
About
Total Management Systems is a hotel management company located in New Mexico, US. Their fast-growing property portfolio currently includes 11 hotels under different Marriott, Hilton and Choice Hotels brands, including Hampton Inn, Hilton Garden Inn, Home2 Suites, Townplace Suites, Fairfield Inn, Courtyard by Marriott, Springhill Suites, Best Western Plus, Quality Inn & Suites and more.
Location
NM, United States
Total Management Systems (TMS) is a fast-growing hotel management company located in New Mexico, US. Their property portfolio currently includes 11 hotels under different Hilton, Marriott and Choice Hotels brands.
Looking to simplify audits across the property portfolio
“Prior to using GoAudits, we used a basic form of standards accountability for our 11 hotels. We used Excel spreadsheets, PowerPoint and Word document checklists,” says Ruben Abeyta, the Regional Director of Operations at TMS.
In light of the rapid growth experienced by the organization, the team looked for a software solution to simplify hotel audits and manage quality standards more efficiently. The company even considered building their very own custom app, but this was deemed not cost-effective.
According to Ruben: “After extensive research we found that GoAudits was not only cost-effective, but was perfect for what we needed. The audit tool was customizable to our requirements. Additionally, we were able to use it to compliment the Marriott and Hilton applications that they use to inspect our hotels for brand compatibility.”
Today, the GoAudits app is used for audits and inspections across various departments, including Operations, Sales, and Human Resources. The tool enables the Management team to effectively enforce brand standards throughout the property portfolio, holding the operational teams accountable and ultimately ensuring a consistently excellent guest experience in every property, every day.
“After the initial implementation, we are already looking at ways to expand the use of the app to additional areas and departments,” says Ruben.
Total Management Systems manage 11 hotels under different Hilton, Marriott, Choice Hotels and other brands
"We've seen a dramatic increase in guest service scores"
Moving to digital hotel audits has brought immediate and compelling benefits: time saved on the auditing process, improved staff accountability and most importantly, increased guest scores.
Ruben explains: “Our hotels have seen a dramatic increase in guest service scores since we started using GoAudits, which in turn brings an increase in business. Our company prides itself for quality hotels and GoAudits has kept us competitive. We have noticed that our properties consistently score better than our competitive sets.”
In particular, Ruben and his team have found the Action Plan feature helpful for task management, to ensure that any issues encountered during the inspections get fixed in a timely manner. “Preventive maintenance at our hotels is more consistent. It’s now much easier to hold maintenance staff accountable for our inspections by using the task list portion of the app.”
Overall, as the Regional Director of Operations, would Ruben recommend GoAudits to his hospitality colleagues? His response: “Absolutely, I warmly recommend GoAudits because it was very customizable to our company’s needs, time saving for our auditors, and with an awesome customer support. GoAudits is now a key part of our brand accountability.“
GoAudits is now a key part of our brand accountability. We are already looking at ways to expand the use of the app to additional areas and departments!"
A platform for Hotel quality audits and inspections
Example – GoAudits inspections for hotels and corrective Action Plans (Tasks)
The TMS auditing team conduct various types of audits customized for each brand and location, covering areas such as:
- Brand compliance – compliance with internal standards, in addition to compatibility checks done in Hilton and Marriott apps
- Guest room maintenance & housekeeping checks
- Restaurant and breakfast area checks
- Public area checks, indoors and outdoors
- Hotel maintenance checklists
- Administrative and financial checks
- and much more
Find more information on the GoAudits Hotel Inspection App. Check out our library of hotel audit checklist templates.
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