The Check-In and Check-Out Process - Research Paper Example

Using process mapping and reviewing the information here, present to management the new processes for check-in and check-out The Check In and Check Out process of Hotel Escargo Chain need some improvement. First of all the check in process of the hotel should be evaluated. As per the information of Hotel Escargo, the average time of check in process is 4 Minutes and 51 seconds, which is above than the standard time of less than 4 minutes. The reason for the slow process of check in the hotel can be easily understood with the help of process flow diagram of hotel’s Check in Process. The process flow diagram of check in process of the hotel looks ok but despite of the normal process the average time is more than the standard time. One of the reasons that can be understood from the shown process is that the room cleaning service should be on more proactive basis. The customer without the previous reservation need to wait for the room to be ready, which is one of the most important factors that increases the average time for check in process. Another important factor is that the customer service is poor because of the data retrieving method looks slow regarding the room availability for the new customers without prior reservations. Now the question arises how the check in process should be improved? One of the most emerging strategies for the hotel management process is the use of the self service for check-in hotels. Patrick Avery (2008) worked on the report under the head of Kiosk Marketplace to publish the report on self service for check in hotels. The process is based on online method like ATMs. The Hotels should incorporate the Hotel Reservations in ATMs to reduce the service time .The strategy should follow in a way that even the walk in customers should use the ATMs to check for the availability of the rooms and if it is available, reserve the room get the direction from the GPS system and move straight to the room. The hotel management should also incorporate the efficient cleaning methodology to reduce the time frame for the availability of the room. The bellman if needed by the customer should be allocated through the ATM system, during the reservation process. Additionally the availability of Bellmen should also be incorporated in the reservation process along with the time frame for the service. Now moving towards the check out process, the process is also very much inefficient because the average time that the hotel takes is more than 3 minutes, whereas the standard process should not take more than 2 minutes. The check out process should also be done through self service ATM channel. Insert the ATM card in the Hotel ATM, check the bill and make the payment through the machine and reserve the bellman for the luggage. In both of the check in and checkout process through the self service method customer’s ID verification can automatically be done through the machine. Therefore, the whole process will save considerable time. 2. Pick one hotel offering and write a new process map for it. Along with charts, give a detailed explanation of the new process and where such improvement will benefit the hotel and increase customer satisfaction. Be sure to include all costs, resources, and management functions.  Incorporation of self service facility can be the new process for the check in and checkout service by the Hotel. The hotel Escargo is currently facing a major problem in the overall time management for its services. The Availability of ATM service with the self service facility in the ATM software for Hotel reservations can be the most beneficial strategy for the Hotel to improve customer satisfaction. The detailed explanation of the new process for the ATM service particularly for Check In process Is as follows along with its chart is given below. For Reservation & Check In Service The Current check in service of Hotel Escargo is time taking and reduces the customer satisfaction level. Therefore, the new strategy of self service check in facility can reduce the time frame for the whole service and improve the customer satisfaction level. The new strategy for the Hotel check in process involves the reservation and checking in with the help of ATM. The hotel should install number of ATM machines in different places of Hotel Lobby. The Hotel Reservation for walk in customers should be facilitated in a way that rather than going to the reception the customer moves towards the ATM machine. Insert the card and then type the PIN number. The machine will display the details of the customer, so the verification time will be saved. Afterwards check the online availability of room along with its direction to the room. If the room is available book the room otherwise check for other nearest hotels through the machine. If room is available but cleaning is in process the time frame will come in front of the screen for the whole process. After reservation of the room book the bellman through the machine and check for its availability. Give the luggage to the bellman and move towards the room. Cost, Resources and Management Functions The cost of implementing the self service facility is initially high because of intervention of high tech service along with expensive and technically sound customers. The Major resources are the IT related human resources. Management functions refer to as the workflow throughout the management. The major portion of the workflow along with the responsibilities will move towards the IT personnel. 3. Using the data gathered for check-in and check-out under your "new" process, present to management control charts demonstrating the "new" process performance The New Check In and Checkout Process are explained above. Additionally the check in process flow diagram is also mentioned above. The Check In and Check Out process flow diagrams are as follows New Check in Process The Check-In and Check-Out Process as mentioned above can improve the overall performance of the Hotel Management. The turnaround time for check in process will reduce from 4 minutes to around 2 minutes. Moreover, the average time for check out will reduce from 3 minutes to around 1.5 to 2 minutes. Therefore, the performance, as well as, the customer satisfaction level will automatically be improved. References: Peterson, A., (March. 25, 2012), Tots invades luxury hotels, The Wall Street Journal, Retrieved from http://online.wsj.com/article/SB10000872396390443931404577548950482450894.html Avery, P., (2008), Self-service check-in at hotels and motels, Kiosk Marketplace, Retrieved from http://www.customerfacingsolutions.com/pdfs/FinalHotelGuideSelfServOnlineMag.pdf Richmond, R., (September 10, 2010). Three best ways to use location-based social media. The Wall Street Journal. Dow Jones & Company, Inc. Retrieved from http://online.wsj.com/article/SB10001424052748703597204575483832278936028.html?mod=googlenews_wsj Read More