The ISS 24/7 Blog

Providing Insight for the World’s Greatest Properties

How to Avoid Guest Services Pitfalls

September 05, 2017

Your largest event of the year is taking place.

Your guest-to-staff ratio is 15:1, and the incident calls immediately start coming into the command center.

Between each incident call, you’re receiving eight to 10 guest requests for random customer issues.

Guests in their suite or VIP section are making one food and beverage call after another.

Wheelchair requests are coming in hand over fist with no end in sight.

Your team is challenged with mitigating the high frequency of incidents occurring.

Your staff is having trouble handling guest requests coming in through the radio, and the calls are so backed up people are complaining – some have even left.

There’s no differentiation of inflow and outflow for requests versus incidents.

Your incident calls are taking priority, and wheelchairs aren’t making it to the guest.

People aren’t getting their food or drink, and housekeeping issues are being neglected.

Routing all calls through one individual is creating chaos and breaking down the operation when it should be moving quickly.

Your operation suddenly falls behind, leaving you helpless.

How do you respond? Your team is in disarray.

Do you have any idea how to pull them out of this mess?

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How to Keep Your Property Safe When Adverse Weather Hits

August 31, 2017

“Erica Brown called 911 for two days before a helicopter finally spotted her, trapped in her Houston home with her 7-month-old son and three other children. Sometimes when she called, she got nothing, just a busy signal, and a disconnection. Multiple times she was told that they'd try to send help. Hours would go by with no rescue,” writes Rebecca Hersher in her recent NPR article entitled “You Only Get One Life In This World': Voices From Houston's Convention Center.”

According to Hersher’s article, “The family spent two nights in their trailer watching the floodwaters from Tropical Storm Harvey rise up the foundation. ‘It was a hard feeling because I thought me and my kids were going to lose our life in this hurricane disaster."

“On Tuesday around 11 a.m., a rescue team finally came,” Hersher writes.

"The helicopter came over my house, and I heard him, and he saw me waving the white shirt. And he came on down, and he got us in the basket and pulled us up. They had to go two-by-two in the basket. She sent her two oldest girls, a third-grader and a first-grader, up first with a small suitcase of clothes,” says Brown, 29, in the NPR piece.

Hersher continues, “When the basket came back down, she lifted her kindergartner in ahead of her and then carried her infant son. It was still raining.”

“Brown and her family are now among the estimated 9,000 people at the downtown George R. Brown Convention Center, where officials said they had been expecting about 5,000. Outside on Tuesday, the scene is chaotic, with police, Red Cross volunteers and National Guard members patting people down, directing traffic and trying to help new arrivals and people dropping off donations,” according to the article.

It’s a great feeling to learn of proactive operations like George R. Brown Convention Center taking action to help those in need.

But, before we continue we’d like to share this message:

Each and every one of us at ISS 24/7 would like to extend our prayers and condolences to the families affected by Hurricane Harvey, and the relatives of the victims taken by this ongoing disaster.

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You Need a CMMS to Identify & Fix Equipment Defects

August 29, 2017

A CMMS can help identify and fix equipment defects.

You can do it – even before the manufacturer finds out.

Don’t believe us? Ask your colleagues.

Industry experts like yourself tell us how they leverage CMMS software inclusive of preventive maintenance to do just that.

You can efficiently manage and track equipment.

You can keep a good schedule and focus on your facility.

That results in identifying a defect before the equipment’s manufacturer. It also leads to fixing the flaw much sooner and before it cripples your facility’s operation.

We’re talking about a real reduction in downtime and substantial money savings.

Automation of your maintenance activities becomes easy with your CMMS up and running too.

Scheduled events allow you to focus on running a smooth operation while keeping your equipment up to date.

Preventive maintenance (PM) measures let you quickly identify faulty equipment, reduce downtime, and cut costs.

Keep reading; we’re going to dive into all of this in the following sections.

Read more →

This Is How Your Transportation Authority Should Manage Incidents

August 24, 2017

“A commuter train outside Philadelphia smashed into a parked train car, hurting 42 passengers early Tuesday, but an official said none of the injuries were life-threatening,” according to Scott Neuman’s recent NPR article entitled “More Than 40 People Injured In Train Crash Near Philadelphia.”

Neuman explains, “The collision happened just after midnight at the 69th Street Terminal Center in Upper Darby, Pa., about 10 miles west of Philadelphia, Southeastern Pennsylvania Transportation Authority spokeswoman Heather Redfern told Reuters.”

“The Norristown High Speed Line train was pulling into the station when it hit a second, unoccupied train car. The operator was among those injured, she said,” Neuman writes.

"The injuries appeared to be non-life threatening for all passengers and the operator," Redfern said. ‘It's all under investigation at this point,” the article continues.

According to the article, “The Associated Press quotes Upper Darby Mayor Nicholas Micozzie as saying that four of those hurt were in critical condition.”

“In February, four people were injured at the same terminal when a train smashed into the back of another train. And, in 2015, an Amtrak train derailed near Philadelphia, killing eight people and injuring 180,” Neuman explains further in the article.

We’re grateful to know this incident did not result in any deaths.

But, it did get us thinking about how your transportation authority is handling events like this.

And, how you should be handling these incidents.

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4 Ways to Reduce Stress Every Event Manager Should Be Doing

August 22, 2017

We’re one month away from the official end of summer.

We figured it would be an excellent time to reflect on how you did so far. How do you think your season is coming along?

Did you oversee a number of events? We’re aware of the summer of festivals, and we know your guests are paying big bucks to have fun.

But, with that brings the potential for threats to your operation. From issues to incidents, you must be prepared for all things.

How would you measure your efficiency? If you’re not sure how to measure your ability, here’s a question for you:

  • As an event manager, how stressed are you?

If your stress level is high, there’s a very high probability that your efficiency could be low.

We get it; knowing this is overwhelming.

But, we’re going to help you get through it and understand the areas of your operation you should address to reduce this stress.

We’ve created a principle that helps you understand your current strategy – it’s called the ACDA Principle™ (pronounced act-duh).

It covers the four areas of an operation:

Read more →

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