Hotel Escargo Unit 1 Essay

749 Words Apr 7th, 2014 3 Pages
RUNNING HEAD: Hotel Escargo

Hotel Escargo
AIU – MGT656

Abstract
As a hired consultant to Hotel Escargo’s management team, this paper will discuss improving the hotel’s procedures and increasing the quality and customer satisfaction. It will be an evaluation report for the management team about the observations and recommendations for improvement for the overriding quality issue for the hotel. It will also discuss how quality management can make the business more successful. Hotel Escargo
Quality is the degree of excellence which can be applied to a broad range of items. It is functional, action-orientated and can be best described with multiple characteristics. These characteristics are quantifiable, either objectively
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The overriding quality issue at Hotel Escargo is one of two things. Either the employees are not properly trained on the check-in and check-out system or there is a bug in the system that is slowing down the check-in and check-out process. These problems are causing the check-in, check-out, and change request processes to take longer than is expected of the hotel’s quality. Once these two things are fixed, the hotel is bringing up the quality management of this hotel. My initial recommendations for Hotel Escargo are to first test the check-in and check-out system for bugs. The second recommendation is to retrain the employees working the check-in and check-out system in order to make sure they understand the system. The check-in process is expected to be completed in four minutes or less. The average check-in time for guest on July 31st was four minutes and 51 seconds, the minimum time the check-in process took was two minutes and 23 seconds and the maximum time was eight minutes 45 seconds. The check-out process is expected to be completed in six minutes or less. The average check-out time for guest on August 1st was three minutes and 17 seconds, the minimum time the check-out process took was one minute and 66 seconds and the maximum time was four minutes and 56 seconds. If a guest request changes, their wait is expected to be in six minutes or less. The average change request time for guest on July 31st was ten minutes and 29 seconds, the

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