Quality Culture

Assignment Asset- Scenario
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 may
be 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, with
results as follows:
Guest Name Time in Seconds
Weinberg, J 250
Block, M 442
Roberts, T 161
Wolf, B 397
Nomery, S 274
Deloach, M 418
Roth, R 428
Kleven, J 456
Young, E 151
Hannah, C 490
Anthony, J 138
Stewart, J 152
Anderson, Y 154
Kalu, M 146
Smith, C 235
Hartigan, R 196
Usborne, N 292
Pratt, J 464
Harris, R 364
Ritsema, P 249
Prince, B 134
Venter, F 197
Wassenaar, B 415
Lennox, S 507
Jones, H 432
Harvey, H 427
Dean, J 137
Bradley, J 173
Ruggerio, H 160
Total 8439
Average Time 291.0
Average Time in Minutes 4 minutes and 51 seconds.
Average Check-out Time Hotel Escargo
The check-out time was recorded for guests on August 1 of this year.
Guest Name Time in Seconds
O’Hara, K 228
Belk, D 233
Rodriguez, C 100
Yeh, F 261
Pantazi, R 188
Hussain, P 203
Cho, H 157
Peters, J 214
Roth, R 124
Kleven, J 274
Young, E 172
Hannah, C 143
Anthony, J 221
Stewart, J 187
Anderson, Y 228
Kalu, M 206
Smith, C 182
Hartigan, R 117
Usborne, N 226
Pratt, J 237
Harris, R 224
Weinberg, J 227
Block, M 128
Roberts, T 150
Wolf, B 245
Nomery, S 190
Deloach, M 260
Rosenberg, V 197
Block, M 188
Matheas, J 260
Blaum, T 131
Bloom, A 206
Total 6307
Average Time 197.1
Average Time in
Minutes 3 minutes and 17 seconds.
Current Procedure: Change request
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 six
minutes. If extra time was needed to find the right room, the manager on
duty would explain the condition to the guest and immediately find another
room. 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
change request is initiated:
1 Manager on duty has to request housekeeping to clean the room
again.
2 Bell desk attendant removes all luggage from the old room and takes
it to the new assigned room.
3 In the event that amenities were assigned, a staff member must
move the amenities from the original assigned room to the new room.
4 The front desk annotates the changes into the reservation computer
network and issues a receipt to the customer.
The change request time was recorded for guests on July 31 of this year.
Guest Name Time in Seconds
Rosenberg, V 560
Block, M 556
Matheas, J 629
Blaum, T 520
Allen, D 702
Cleveland, M 796
Paris, N 763
Sanclair, M 586
Weinberg, J 474
Block, M 616
Roberts, T 487
Wolf, B 393
Nomery, S 629
Deloach, M 732
Roth, R 584
Kleven, J 806
Young, E 720
Hannah, C 556
Anthony, J 799
Stewart, J 789
Anderson, Y 615
Kalu, M 472
Smith, C 400
Hartigan, R 723
Usborne, N 622
Pratt, J 707
Harris, R 554
Ritsema, P 729
Harvey, H 657
Dean, J 613
Bradley, J 566
Ruggerio, H 779
Total 20134
Average Time 629.2
Average Time in
Minutes
10 minutes and 29
seconds.
Other Hotel Escargo Services
Other 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

Assignment Description
You are now ready to present a process improvement to hotel management in the areas of focus (check­in, checkout, and hotel offerings).
Individual Portion
Complete the following:
Using process mapping and reviewing the information here, present the new processes for check­in and checkout to management.
Pick 1 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.
Using the data gathered for check­in and checkout under your new process, present control charts that demonstrate the new process performance to management.
Please add your file.
Group Portion
For this portion, you will complete the following:
Apply Six­Sigma quality standards and devise a plan for the hotel to monitor and control future process performance.
Include 5–7 academic, peer­reviewed references that are relevant to and that support the deliverable.
Please submit your assignment.
This assignment will be assessed using additional criteria provided here.
For assistance with your assignment, please use your text, Web resources, and all course materials.
Grading Criteria Percentage
Deliverable requirements addressed;
understanding of material and writer’s message
and intent are clear
35%
Scholarly research which supports writer’s
position properly acknowledged and cited
direct quotations may not exceed 10% of the
word count of the body of the assignment
deliverable (excluded title page, abstract or
table of contents if used, tables, exhibits,
appendices, and reference page(s). Inclusion of
plagiarized content will not be tolerated and
may result in adverse academic consequences.
20%
Critical thinking: position is well justified;
logical flow; examples
20%
Structure: Includes introduction and conclusion;
proper paragraph format and reads as a
polished, academic paper or professional
presentation, as appropriate for the required
assignment deliverable
10%
Mechanical: No spelling, grammatical or
punctuation errors
10%
APA: Deliverable is cited properly according to
the APA Publication Manual (6th ed.)
5%
Reading Assignment
Goetsch & Davis Chpts. 6 & 8
Please review the course resources from the online MGT656 Library Guide.
Assignment Objectives
Describe management quality initiatives such as TQM and Six Sigma.
Evaluate the quality control tools used to analyze and improve processes.
Other Information
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Unit 5 ­ Group Project
Assignment Overview
Unit: Quality Culture
Due Date: Tue,12/15/20
Grading Type: Numeric
Points Possible: 220
Points Earned:
Deliverable Length: 7­10 pages with charts, excluding title page, abstract page,
reference page(s), and appendices
Type: Group Project
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Assignment Details
Learning Materials
Reading Assignment
My Work:
Online Deliverables: Submissions, Discussion Board, Group Live Chat
My Group: Group 3
Email Group
10:24 AM (CST)
Assignment Details
Group Member Contact Group Work Submissions
McWilliams, Darrin darrin.mcwilliams@student.aiuonline.edu No submissions
Washington Hunter, Carolyn c.washington15@my.houston.aiuniv.edu No submissions
Mitchell, Patrick patrick.mitchell90@student.aiuonline.edu No submissions
Assignment Description
You are now ready to present a process improvement to hotel management in the areas of focus (check­in, checkout, and hotel offerings).
Individual Portion
Complete the following:
Using process mapping and reviewing the information here, present the new processes for check­in and checkout to management.
Pick 1 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.
Using the data gathered for check­in and checkout under your new process, present control charts that demonstrate the new process performance to management.
Please add your file.
Group Portion
For this portion, you will complete the following:
Apply Six­Sigma quality standards and devise a plan for the hotel to monitor and control future process performance.
Include 5–7 academic, peer­reviewed references that are relevant to and that support the deliverable.
Please submit your assignment.
This assignment will be assessed using additional criteria provided here.
For assistance with your assignment, please use your text, Web resources, and all course materials.
Grading Criteria Percentage
Deliverable requirements addressed;
understanding of material and writer’s message
and intent are clear
35%
Scholarly research which supports writer’s
position properly acknowledged and cited
direct quotations may not exceed 10% of the
word count of the body of the assignment
deliverable (excluded title page, abstract or
table of contents if used, tables, exhibits,
appendices, and reference page(s). Inclusion of
plagiarized content will not be tolerated and
may result in adverse academic consequences.
20%
Critical thinking: position is well justified;
logical flow; examples
20%
Structure: Includes introduction and conclusion;
proper paragraph format and reads as a
polished, academic paper or professional
presentation, as appropriate for the required
assignment deliverable
10%
Mechanical: No spelling, grammatical or
punctuation errors
10%
APA: Deliverable is cited properly according to
the APA Publication Manual (6th ed.)
5%
Reading Assignment

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