Quality Improvement in Hotel Services: What would be some methods or cost estimates around the cost of quality for Hotel Escargo?
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What would be some methods or cost estimates around the cost of quality for Hotel Escargo?
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.
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Solution Summary
This solution discusses quality and cost improvement in three areas of the hotel: (1) the current process used to check guest in & change request, (2) streamlining the other hotel services to reduce cost and improve quality and (3) enhancing customer delight in check guests in and out processes. This solution is approximately 1000 words.
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