Operations Management

Homework 1

1. List as many of the operations taking place in the hotel as you can. For each of these identify their inputs, transformation process and outputs.

• Check-in – input is a customer that arrived to the hotel. Transformation process is communication of receptionist and customer, registration of the customer by the receptionist. Output is key to the customer’s room and information about hotel and it’s facilities.

• Check-out – input is a customer that is leaving hotel. Transformation process is communications of receptionist and customer, calculating extra expensing. Output is settled bill and keys returned to the receptions.

• Customer service – Input is customer. Transformation process resolving customer’s requests and satisfying customer’s needs. Output is fulfilled customer request (ordered taxi, reservation in the restaurant, tickets for tours, answers to customers queries etc.)

• Communications between departments – Input is information received from different departments or directly from the customer. Information can be regarding room status, maintenance required or customers needs. Transformation process is defining to what department this information should be referred. Output is solutions to the task required.

• Reservation – Input is reservation request. Transformation process is checking information about room’s rates and inventory availability, accept and/or decline reservation, take customer information and details and/or check with marketing team database to see if customer details already exist. Output is reservation confirmation to the customer.

• Room status and allocation – Input is room reservation. Transformation process is maintenance of the status of the hotel’s stock of rooms. Output is providing guest with requested room.

• Billing – All charges that guests incur within the hotel.

• Night audit

• Reporting

• Guest’s history

• Room cleaning

• Public area cleaning...