Quality Management and Continuous Improvement

Susan Lancaster

Unit 2 IP

MGT656-1202B-02

Quality Management and Continuous Improvement

May 4, 2012, 2012

What was asked of this assignment was to identify the hotel needs in order of importance, select 2-3 areas that the hotel needs improving and be initiated within the next 3-6 months and the last was to refine the areas into a proposed job design and a measurement strategy for ensuring improvements.

Check In- is one of the areas that need to be addressed when it comes to customer service within the hotel. The customer at the time the reservation is made is asked to input his credit card information, check in date, check out date. These fields must be completed with the necessary pertinent information to insure that the reservation is made and confirmed; once the reservation is complete it is officially booked. The information about the customer is in the database at the hotel. The customer shows up at the front desk, clerk greets him in a timely manner; he will give the desk clerk his ID and credit card information to confirm his identity. Once confirmed the customer is now officially a guest of the hotel, he is given his room key and told to enjoy his stay in the hotel and shown to his room by the bellman with his luggage.

If the customer does not make a reservation he is offered any one of the rooms that the hotel sets aside for this type of situation. If he accepts one of these rooms then the check proceeds by putting the required information in the computer such as his ID, credit card number, check in date and check out date. He is told to enjoy his stay and given his key, and then he is shown to his room by the bellman with his luggage,

Check In

Vacancy

End

Recommend/call other hotels

End

Bellman escorts customer to room

Bellman arrives

Check in

Customer gets keys

Customer arrives/checks in

No reservation made

Reservation made

Front Desk

YES...