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MGM hotels: Check in and check out process

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What steps can help MGM hotel check in and out process better?

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Solution Summary

This posting discusses improvements required during the check in and check out systems at MGM Hotels.

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Some steps can help MGM hotel check-in and out process better. These steps are as follows.

Check-In:
MGM hotel check-in process has several problems that have been reported. These include rude staff, ill-informed staff, and condescending attitude of the staff. Another criticism is that during check in the guests are told to call guest services but the service does not respond. Another complaint is the requirements that are promised to the customer are not available when the guest checks in. For example, the guests have ordered a crib but when they check-in there is no crib available. Similarly, one of the most common problems at MGM hotel check-in is that even though the guest has specified "no-smoking" he is made to check into a room where there is a distinct smoke smell. The changing of rooms takes between five and seven hours. Finally, during the check-in when the guest is taken to his room the guests complain that any query or change requested to the front desk is frustrating. The desk takes 20 minutes to just answer the call.

Steps
The steps that MGM can take to improve its check-in process are. ...

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Kasim Johar, MBA
Education
  • MBA, Indian Institute of Social Welfare and Business Management
  • BSc, University of Calcutta
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