Winter Park Hotel Case Study Essay Sample
Donna Shader. Manager of the Winter Park Hotel. is sing how to reconstitute the forepart desk to make an optimal degree of staff efficiency and guest service. At present. the hotel has five clerks on responsibility. each with a separate waiting line. during the peak check-in clip of 3:00 P. M. to 5:00 P. M. Observation of reachings during this clip shows that an norm of 90 invitees arrive each hr ( although there is no upward bound on the figure that could get at any given clip ) . It takes an norm of 3 proceedingss for the front-desk clerk to register each invitee.
Ms. Shader is sing three programs for bettering guest service by cut downing the length of clip invitees spend waiting in line. The first proposal would denominate one employee as a quick-service clerk for invitees registering under corporate histories. a market section that fills about 30 % of all occupied suites. Because corporate invitees are preregistered. their enrollment takes merely 2 proceedingss. With these invitees separated from the remainder of the patronage. the mean clip for registering a typical invitee would mount to 3. 4 proceedingss. Under program 1. no corporate invitees would take any of the staying four lines.
The 2nd program is to implement a single-line system. All invitees could for a individual waiting line to be served by whichever of five clerks became available. This option would necessitate sufficient anteroom infinite for what could be a significant waiting line. The usage of an automatic Teller machine ( ATM ) for check-ins is the basic of the 3rd proposal. This ATM would supply about the same service rate as would a clerk. Given that initial usage of this engineering might be minimum. Shader estimated that 20 % of clients. chiefly frequent invitees. would be willing to utilize the machines. ( This might be a conservative estimation if the invitees perceive direct benefits from utilizing the ATM. as bank clients use its ATMs. ) Ms. Shader would setup a individual waiting line for clients who prefer human check-in clerks. This waiting line would be served by the five clerks. although Shader is hopeful that the machine will let a decrease to four.
