Reference no: EM133009453

MGT434X Operations Management

Assignment 1 - Hotel Complaints

Hotel Complaints
A luxury hotel has been receiving a lot of complaints from guests recently. The manager worries that if these complaints continue, the hotel will start to lose clients. Therefore, you have been hired as a consultant to correct the problem(s). A list of the major complaints by week for the last month is as follows:

Complaint                                                      Number of Occurrences

Week 1
Error on bill                                                                        10
Room not ready at check-in                                                8
Room service delivery late                                                 3
Longline at check-out                                                        10

Week 2
Error on bill                                                                        12
Noise in hallway                                                                  2
Longline at check-out                                                          5
Room dirty                                                                         10

Week 3
Not enough towels in room                                                 5
Error on bill                                                                         7
Room service delivery late                                                  6
Not enough close-up parking                                              2

Week 4
Room dirty                                                                          7
Error on bill                                                                         9
Room not ready at check-in                                               10
Longline at check-in                                                            9

You have decided to use a few of the "Tools of Quality" to present your finding to hotel management.

Prepare a report to management that includes the following:

1. A check sheet of the complaints

Due to the office staff inefficiency, the error on the bill is the biggest problem, affecting the hotel's credibility. In order to handle this effectively, the staff should be well trained; also, up-to-date software should be utilized to maintain the invoices correctly.

The second problem is the long checkout line. This issue has a link with wrong bills, causing the checkout to be longer than expected.

The other problems are dirty rooms, and the rooms are not adequately ready at check-in time. This situation could be due to the shortage of housekeeping staff. Room service is the next issue, and that would be due to staff shortage as well. Finally, when it comes to problems such as closed parking or noise in the hallway, those issues are linked with a higher presence of the crowd, which can't be avoided.

2. A Pareto chart

3. Develop a Cause and Effect diagram (fishbone) for the most occurring complaint. Show possible causes of the major defect in each category. Identify the four branches of the diagram as follows: office staff, maintenance staff, hotel equipment, hotel technology

4. Make a recommendation that will correct the major complaint

Attachment:- Operations Management.rar