The Hotel Escargo has asked for a summary of the observations found for improvement. In this report the hotel needs will be summarized and a job design and measurement strategy for ensuring improvement will be proposed. Introduction
The Hotel Escargo has many services that need improving such as check-in and check-out service, multi-lingual staff, complementary concierge desk, room service, local area transportation, and amenities. Hotel needs and rank of importance
Check-in and check-out service
Local area transportation
According to Ricarda B. Bouncken, the more an employee knows about what the customers want and service procedures, a hotel can improve service quality. “Service quality depends strongly on the ability of hotels to acquire, to develop, to accumulate, and to distribute knowledge assets.” Check-in and check-out services
For the Hotel Escargo, check-in and check-out service needs improving. On July 31, 2012, it took 8439 seconds to check in 29 guests. The average time for checking in 29 guests is 291.0 seconds, 4 minutes and 51 seconds. The check-out time for Hotel Escargo for 32 guests on August 1, 2012 was 6703 seconds, 3 minutes and 17 seconds.
In order to reduce the number of service operations and speed up check-in and check-out, the hotel can get information about the guest prior to them arriving by acquiring information about the guest when they book online or by phone from the preferences they list.
Hotel and room amenities are important to guest. For the hotel amenities, complementary concierge service, restaurants & bars with a variety of foods, 24 hour in-room dining, full service spa’s, golf club, conference and event space, fitness zone, and multi-media kiosks for email and airline check-in are all excellent amenities guest will love.
Room amenities can include hair dryer, microfiber bathrobes, down pillows, Thai bed linens, on demand movies and entertainment, private bar, in-room safe suitable for laptop storage, alarm clocks, complimentary high speed wireless internet access, same day dry cleaning, thermostat control, and pet friendly commendations.
Not only should staff be efficient and friendly. A well versed staff should be in place for those who do not speak the language. Local area transportation
Not everyone will be able to rent a car, or even want to drive in a place they do not know well or at all. The Hotel Escargo can provide local transportation to and from the airport, to the local shopping areas and points of interest. Areas to improve within the next 3-6 months
Check-in and out services can and should be the first thing the hotel improves. Multi-lingual staffing should be a variety of staff members who are courteous, friendly, efficient and fluent in different languages, and amenities. Starting with the little things such as adding alarm clocks to each room and wireless internet access, up-grade to quality bedding including pillows and bathrobes, and upgrading the televisions to have on demand and entertainment. Proposed job design and measurement strategy
Check-in and check-out services
The Hotel Escargo can improve check-in and check-out services by implementing an online check-in service at the time of booking and by gathering the customers preferences at the time of booking as well as when taking reservations by phone.
The first step to implementing this improvement is to set up an online booking system that will allow the customer to put in their preferences and give feed back to the hotel. It should be set up so that the customer can check-in early and check-out online by credit card and reservation number. Amenities
The Hotel Escargo can start off their improvements by starting with what the hotel has to offer each of it’s’ guest. A survey of what the customer would like to see would help narrow down what they can offer. After a survey, customer feedback from guest who have stayed at the hotel and preferences from future guest should help sort out these amenities.
Once these things are done and the hotel is clear on what their customers need, want and prefer, they can start implementing the plan with the smallest thing such as adding alarm clocks and so on.
Bouncken, R.B. (2002). Knowledge Management for Quality Improvements in Hotels.
Journal of Quality Assurance in Hospitality & Tourism, 3(3/4). 25-59 Wadsworth, H., Stephens, K. & Godfrey, A. (2002). Modern Methods for Quality Control and Improvement. (2nd edition). John Wiley & Sons.