The Client’s Brief

Travelodge wanted to create a process to ensure the bundling of maintenance job were maximised. Their focus was on improving lost revenue rates for unsellable rooms, which required necessary maintenance.

Working in partnership

By selecting our building services solution we were able to work in partnership with Travelodge to create a maintenance solution that meant job bundling was maximised and carried out within an agreed timescale.

How did we help?

A joint working process

Our dedicated Account Manager worked with Travelodge to optimise our maintenance team structure with their directly employed FM operatives to bring together a joint working process. This ensured Travelodge received value and efficiency and a consistent level of service.

Value and efficiency

To maintain the relationship with Travelodge we ensure there are regular meetings between our Account Manager and Travelodge to always meet and exceed their expectations. Also, by providing Travelodge with just one point of contract for any issues and concerns we have substantially reduced their costs, while improving efficiency.

Dedicated helpdesk

We invested in a bespoke helpdesk function for Travelodge to ensure job bundling opportunities were maximised across the building services team and we were able to improve reporting for management information and statutory regulations. This was a key driver in achieving our KPIs target success.

The day to day – Health & Safety

As Travelodge are very busy with usually over 100 rooms at each site, we always ensure the Health & Safety of their staff and their guests are a top priority and there is minimal disturbance to their daily activities. First-class communication is also particularly important in this area, so our programmes of works are planned in with each hotel manager on site.

Results

Meeting and exceeding expectations

The Travelodge contract is now in its fourth year with us, and the success to this is down to our transparent, innovative partnership approach with them where we look to make continued improvements on how the contract functions. To date we are serving over 500 of their hotels and we have reduced their unsellable rooms by 65%.
Since moving to Servest to deliver our property maintenance they have supported us greatly in process and change management, and have become a true business partner providing essential outsourced support to the Travelodge team. Servest’s strong systems and process skills have allowed them to support the rapid growth of Travelodge and are key to our future success in maintaining our estate while realising reductions in associated costs.

Technical Support Director