1.
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

2.
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.

3.
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.

4.
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

5.
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

6.
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

7.
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

8.
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

9.
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

10.
• 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
Requirement:
Using process mapping and reviewing the information here (
HOTEL ESCARGO IS AN EXAMPLE TO BE USED AS
TAMPLET, CHOOSE ANOTHER HOTEL IN THE US OR
ANYWHERE), present the new processes for check-in 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 check-in and checkout
under your new process, present control charts that demonstrate

11.
the new process performance to management.
1. Abstract
2. Introduction
3. Check in Process
Check in Process – Current / ASIS Flow chart
Average check in time in hotel – Build a chart with the below
data – Pie chart & Histogram
SAMPLE IS BELOW.
Identify the Gaps in the current check -in process (3 to 4 main
issues in the current check-in)
Explain the briefly the issues face in the check in process.
Check -in TOBE – flow diagram needs to be inserted here.
Newly implementing features(any new software can be
implemented) for the check-in process need to be explained (2
to 3 new features)
Financial data for implementing the above new features in an
excel need to be given here.
For example, how much cost for implementing the features,
return of investment after implementing the new check-in
process , savings out of this new process etc.
4. Check Out Process
Check out Process – Current / ASIS Flow chart
Average check out time in hotel – Build a chart with the below
data – Pie chart & Histogram
SAME AS CHECK IN.
Identify the Gaps in the current check -out process (3 to 4 main
issues in the current check-out)

12.
Explain the briefly the issues face in the check out process.
Check -Out TOBE – flow diagram needs to be inserted here.
Newly implementing features(any new software can be
implemented) for the check-out process need to be explained (2
to 3 new features)
Financial data for implementing the above new features in an
excel need to be given here.
For example how much cost for implementing the features,
return of investment after implementing the new check-out
process , savings out of this new process etc.
Other Hotel services – a fishbone diagram for showing the hotel
services issues.
5. Six Sigma Process
Apply Six-Sigma quality standards and devise a plan for the
hotel to monitor and control future process performance. -
steps
Six sigma team identification :
Roles can be primarily divided into 2,
Initiative leadership, project leadership
Apart from above, below are the roles in six sigma,
Six sigma deployment leader, champion, black belt, green belt,
yellow belt ,
Add more content or steps for implementing six sigma here for
applying six sigma stds and devise plan for monitoring and
controlling future process performance of the hotel.