Hotel Management Process

Hotel Management Process

Introduction

Hotel management is a goal driven activity. The activities of hotel executives and all the employees of a hotel need to be directed toward goal accomplishments. How well a hotel is managed is determined by its ability to accomplish its goals. The hotel management has to be vigilant enough to come up with processes that are profitable and are able to satisfy the customer to its maximum. The following paper identifies a check-in and check-out procedure for a hotel with the help of process mapping and a plan that can presented to the top managers for better performance outcomes.

Discussion

Three Important Areas (Check-in, Check-out and Services)

The hotel management has to remain conscious of the areas of check-in, check-out and hotel services and offerings. There is always a room for improvement as check-in and check-out times can be reduced as to offer more convenient services to the guests. For achieving high customer satisfaction, it is necessary to improve services and ensure effectiveness and efficiency in whatever the hotel management performs (Vallen & Vallen, 2008). The overall experience has to be the best that forces the customer to pay a visit again to the hotel in the future. The processes must be inclined with the resources of the hotel and prove to be profitable.

The hotel management may identify various issues such as it may identify that a lot of time is being wasted in the check-in and check-out processes. There is a need for the hotel management to focus on all aspects of customer services (Vallen & Vallen, 2008). The waiting time at the reception desk must be improved. The others waiting in the line, must be provided with a seating arrangement so that they are not bothered much. The bell man has to be ready and available for taking the guests to their room or towards the exit at the check-out time. The other facilities and services that are provided by the hotel must be easily accessible to the customer where they can go through a brochure and order anytime when they like (Vallen & Vallen, 2008).

Figure 01: Fish Bone Diagram for the process to be fully customer satisfying

Check-in Procedure at the Hotel

The guest name must be checked and confirmed three times and must be marked properly.

The guests must be greeted in a nicer way with using phrases like Good morning etc.

The guests who are waiting in the line must be acknowledged.

The registration card must be retrieved and the room must be checked for status and reservation.

A photo ID is must to verify the information.

The guest must be asked to sign on the reservation card.

Confirm for the following details from the guest:

Payment mode

Departure date

Kind of room required

Rates

Next:

Inform a bell person to take the guest and his luggage to the room

Change the status of the room on the computer

Make the keys and present them to the guest

The guest must be greeted and wished to have an enjoyable stay at the process

All this, should take less than ...