Reference no: EM13835765

Hotel Escargo Mission Statement
Serve the business and pleasure traveler by making customer satisfaction priority number one through top quality service, amenities, comfortable surroundings, and friendly employees.

Problem Statement

Upon the annual review of the Hotel Escargo chain, it was discovered that there was room for improvement with the check-in and check-out system implemented by the Rooms Division Department. In addition, there are many areas that the hotel can improve to raise the overall quality and customer satisfaction.

The current process used to check guests in and out of the hotel is inefficient for both the customer and the hotel, and a new process must be developed that provides a convenient and efficient experience for the customer, as well as one that makes the best use of the hotel's resources.  Industry Standards

The following are the process standards by which hotels can gain valuable points and awards like the "Roadster Four Diamond" or the "Touring Association Five Platinum Star Award." Check-in procedure:

• Use the guest's name at least three times.

• Look up to greet the guest and use the phrases "Good morning/afternoon/evening."

• Acknowledge guests waiting in the line.

• Ask for the guest's name if not given.

• Retrieve reservation, check the room status, and retrieve registration card.

• Ask for photo ID to verify reservation information.

• Present registration card to guest to verify that the information is correct and ask the guest to sign it.

Confirm the following:

• credit card

• departure date

• room category (bedding, smoking preference, view) and rate

Next:

• Inform a bell person.

• Change reservation status to in-house.

• Make and present the keys.

• Wish the guest an enjoyable stay.

Check-in process must be completed in 4 minutes or less.

Check-out procedure:

• Use the guest's name at least three times.

• Look up to greet the guest and use the phrases "Good morning/afternoon/evening."

• Acknowledge guests waiting in line.

• Ask for the guest's name if not given.

• Retrieve reservation, check guest's account, and retrieve information on credit card expenses.

• Ask for photo ID to verify reservation information.

• Present the bill to the guest to verify that the information is correct, and ask guest to sign for confirmation.
Confirm the following:

• credit card

• departure time

Next:

• Inform a bell person.

• Change reservation status to checked-out.

• Inform Valet or Transportation manager.

• Wish the guest a safe trip.

Check out process must be performed in 2 minutes or less.

Current Procedures: Hotel Escargo Check-in Process

The check-in process starts when the hotel clerk at the front desk verifies whether or not the customer made a reservation. There are  two ways to verify the reservation: reference an ID number OR verify a driver's license or some other form of ID.The guest retrieves a key or key card at the front desk. The clerk notifies the bellman if the customer needs help to his/her assigned room. In cases where the room is unavailable due to cleaning or otherwise, the clerk informs the guest of the situation and determines if another equivalent room maybe assigned; otherwise, the guest waits. Once the guest is informed that the room is available, the clerk notifies the bellman  as required to assist the guest to his/her room. If there is no vacancy, the clerk will contact another hotel as a good faith gesture. Average Check in Time Hotel Escargo The average check-in time was measured for guests at Hotel Escargo on July 31 of this year, withresults as follows: The average time a guest must wait when requesting changes (such as a room move or change of room  category) needs to be no longer than sixminutes. If extra time was needed to find the right room, the manager onduty would explain  the condition to the guest  and immediately find anotherroom. Excessive change requests present negative impacts on all departments within the organization and increase the time in assigning a customer to a room. The following are action items implemented when a  Other Hotel Escargo ServicesOther services needing to be reviewed include the following:
• room service
• newspaper delivery
• automated teller machine (ATM)
• baggage storage
• beverage area
• complimentary concierge desk
• elevators
• gift shop
• laundry/valet service
• local area transportation
• lounge
• luggage hold
• multi-lingual staff
• news stand
• safety deposit box
• shoe shine stand
• tour desk
• audio/visual equipment rental
• business center
• express mail
• fax
• meeting rooms
• modem
• notary public
• photo copying service
• printer
• secretarial service
• video conferencing
• fitness room
• cribs