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24/7 Software Blog

“Our largest event of the year is today,” you tell your staff.

Your customer-to-staff ratio is 15:1.

In no time, the incident calls immediately start coming into the operations center.

You’re receiving eight to 10 customer requests between each incident call.

Suite customers have multiple food and beverage requests – one after another.

Wheelchair requests are coming in with no end in sight.

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

But, your staff is also struggling to handle the customer requests coming in through the radio.

The calls are so backed up people are complaining.

Some of your customers have left in anger and frustration.

There’s no differentiation between communication for incidents or customer requests.

Incident calls are taking priority, and so wheelchairs aren’t making it to your customers.

VIPs aren’t receiving their food or drink, and housekeeping is running behind, so there are unattended wet spills looming.

Routing all calls through one individual is creating chaos.

Your operation is breaking down when it should be moving proactively.

This shortfall leaves you feeling helpless.

What do you do?

How do you come back from this?

Great questions.

We’re going to show you.

“The fastest human to ride a bicycle over open ground is named Denise Mueller-Korenek, who rode a custom bike at an average of 183.932 miles per hour – shattering a world record that had stood since 1995,” writes Bill Chappell in their recent NPR article entitled “Woman Rides Bicycle To 183.9 MPH — A World Record.”

According to Chappell, “Mueller-Korenek, 45, set the record for fastest speed riding in a slipstream, teaming up with Shea Holbrook, a professional race car driver who piloted a dragster that led the cyclist across the Bonneville Salt Flats in Utah.”

"Good job, Mom,’ Mueller-Korenek's son, Daniel, said in a video he recorded as he joined his mother in the finish area on Sunday,” shares Chappell.

"That was rough,’ she said. In addition to getting bounced around at speeds only supercars can aspire to, Mueller-Korenek said the salt dust had entirely coated her throat,” the article continues.

Chappell explains, “The dragster has fairing on the back that essentially looks like a closet, to protect the cyclist from the wind. Behind it, Mueller-Korenek sat on a bike with gearing so steep that she needed to be towed to around 100 mph before taking over under her own power.”

The NPR article continues “The tow rope was released some 1.5 miles into the run, Mueller-Korenek said on Facebook, ‘leaving 3.5 miles in the draft to achieve an average speed for the last mile of 183.9mph (between mile 4 & 5)!"

“Once they finished that phase of the run, the danger of a calamitous fall wasn't over: Holbrook and Mueller-Korenek had to work in tandem to slow down some 70 mph over a final mile, to reach an exit speed of 110 mph,” Chappell explains to readers.

This feat is both remarkable and dangerous, and the speed these world record holders achieved resonated with us immediately.

So many words can be linked to this moment in history.

Speed.

Discipline.

Tenacity.

Improvement.

Optimization.

Uncertainty.

Your response times to issues and incidents!

We get it; the last one isn’t fascinating.

But, it’s critical!

It’s also incredible how Denise Mueller-Korenek’s shattering of the world record for riding a bike could elicit a response.

And in such a big way.

Not only did it provoke us to talk about your need for fast response times to incidents and issues throughout your property, but it also compelled us to think through everything you need to achieve maximum performance.

It’s enlightening to think about it.

It’s also necessary.

You’re not just riding a figurative “183.9 MPH bicycle” to your next issue or incident.

You’ve got to have everything in place to keep customers safe and alive.

The difference between life and death can be a matter of seconds.

Is your team ready to be that fast?

“I promise you; we fixed this air handler less than six months ago,” Shari, your engineer, asserts to you and your chief engineer, Tim.

“Where’s the paperwork on this,” you ask her.

Shari stares at you in a state of confusion.

“I always give you and Tim the completed work order with my signature. You should have it,” she says.

You use pen and paper for record keeping.

You’ve been doing it for as long as you can remember.

But, you’re not running an old property.

‘Change’ is past due, and today could not make it more visible to you.

“Would you agree it’s time to find a smarter way to track our work,” Tim asks you.

“We’ve got a good team here, but our solution for managing maintenance is outdated. This shortfall is not Shari’s fault,” he continues.

“You’re right, it’s mine,” you interrupt.

Your team always passes their paperwork to either you or Tim and then it piles on your desk before being scanned into your maintenance system.

“Putting blame aside, we need to find a solution. Agree?” you ask Shari and Tim.

“OK, let’s get it done,” you declare.

How are you keeping records of your maintenance?

Does performing well become challenging because you have an old process for managing historical information?

Keep reading; we’ve got some data that might astonish you, and how you can leverage CMMS software to improve record keeping for your property maintenance.

“At least one person has been killed and nearly 40 injured in a stampede at a Madagascar football stadium,” reports the BBC in their recent article entitled “Deadly stadium stampede at Madagascar v Senegal match.”

According to the article, “The incident occurred just before the start of Madagascar's match against Senegal in the qualifying round of the Africa Cup of Nations, local media said.”

“Thousands of spectators were still trying to get into the stadium through the only entrance,” the piece continues.

“Two of those hurt are in a critical condition in the capital, Antananarivo,” explains the BBC.

“Many people had been queuing up since the early hours of the morning for a 14:30 (12:30 GMT) kick-off at the Stade Municipal de Mahamasina,” according to the news report.

“French radio station RFI reported there was a rush to enter the stadium when the gates were opened,” the article highlights.

"We were waiting in the queue from six o'clock in the morning. We were metres from the gate when the stampede took place. I was trampled on the back, but my backpack cushioned the impact," Rivo Raberisaona told the AFP news agency.

"I do not understand why there was only one gate open into the stadium when it's such a big match," said Henintsoa Mialy Harizafy, whose uncle was injured in the stampede.

The BBC shares “The game, featuring stars such as Liverpool forward Sadio Mané, was played as planned in front of a capacity crowd and ended in a 2-2 draw.”

“Stampedes at stadiums in Africa occur on a regular basis, often due to poor crowd control in over-crowded stadiums,” the article concludes.

News of this incident set the alarm off for us.

It’s why we do what we do every day – build world-leading software solutions for properties.

But, that’s not all.

Stade Municipal de Mahamasina’s stampede demonstrates the need for Proactive Operations.

So, let’s talk about it.

“Finally, we can say ‘farewell’ to our legacy system,” you exclaim.

Your supervisors seated around the conference table smile and nod.

Today’s a big day for your team.

You’ve been using the same systems on your property since its opening in 2007.

Every piece of technology used for your property’s operation is a legacy system.

From your maintenance software to the spreadsheet used for managing operational incidents.

You knew it was time to advance your operation.

But, your biggest fear was being replaced.

You’ve been running this property since it opened, and if nothing changed – you were next in line for ‘replacement.’

You want to create an ever-lasting legacy, not depart as a legacy leader known for complacency and out-of-date methods.

Nowadays, there are a plethora of progressive software solutions available.

Many surpass the functionality of your current “solutions.”

  • Real-time communications for world-class execution
  • Web-based is a requirement for global operations
  • Digital documentation to reduce risk
  • Reporting for analysis to continuously improve the experience

To compete in this landscape, they must fulfill the needs of your property.

You know this more than ever now.

But, as you started your implementation process did you stop to review one critical characteristic of your solutions provider, that you might’ve missed?

We’re sure it met all your internal needs.

But, did you ever review the track record of your solutions provider?

We’re not talking about credibility nor are we referring to their customer listing.

While these are essential qualities, we’re referring to long-term innovation.

Yes, they’re not a legacy system now.

The question is, where will your new solution be in two years, five years, or ten years?

Did you just select your next out-of-date software solution?!

How innovative is your solutions provider?

“Tropical Storm Gordon has made landfall in Mississippi just west of the Alabama border, according to the National Hurricane Center. At least one death has been attributed to a fallen tree caused by the storm,” writes Bill Chappell, Vanessa Romo, and Barbara Campbell in their recent NPR article entitled “Tropical Storm Gordon Makes Landfall In Mississippi.”

According to the article, “Forecasters have urged people along the Gulf Coast from Louisiana to Florida to be wary of a dangerous storm surge and flash floods.”

“As of 2 a.m. ET, maximum sustained winds had decreased to 50 mph, with higher gusts. The storm was moving at 14 mph, some 40 miles west of Mobile, Ala,” the article continues.

“Its current path indicates it will move inland over the lower Mississippi Valley through Wednesday.”

“An oak tree fell on a mobile on the south side of Pensacola, Fla., killing one child, according to Escambia County Emergency Communications,” the writers explain.

According to the NPR piece, “The NHC says Gordon is expected to unleash a slew of hazards in several southern coastal states, including torrential rain, life-threatening inundation, powerful winds, and tornadoes.”

Now, whether your property is StormReady or not, we believe we can offer some best practices for protecting your property (and community) in the event that adverse weather hits.

Today, we’re going to share actionable, efficient ways to counter the effects of bad weather.

Are you ready?!