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Hotel Escargo Evaluation Report and Observations

I am a consultant hired by Hotel Escargo's management team, with the charge to improve procedures and increase quality and customer satisfaction. The question here is how to improve hotel procedures and increase quality and customer satisfaction. Evaluation report to the hotel management based on observations and my initial recommendations for improvement. Overriding quality issues, initial recommendations and explanation on how quality management can make the hotel a more successful business are included.

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Abstract
There is an opportunity to improve the quality of services and customer satisfaction levels at Hotel Escargo. This paper outlines the main points of observations done by the consulting firm. Recommendations made were done with the Total Quality model in mind and were designed to address Hotel Escargo's biggest opportunity: Check-in and check-out process. This paper did not go into details of the tools that should be used - to address Hotel Escargo's issues - but instead offered general observations and recommendations.

Hotel Escargo's Evaluation Report and Observations

There is an opportunity to improve on the quality of service that Hotel Escargo is currently delivering. In order to better address the general / overall state of the hotel's quality of service, the author will look at the processes and procedures in place and at the overall customer satisfaction level. These observations will be made in the most objective manner and with continuous process improvement in mind.
The final outcome of this evaluation will be to point out areas and processes that could be improved. The philosophy that will be adopted will promote the elimination of non-value added steps with an overall goal of process improvement and defect reduction, by doing it right the first time (Total quality management, 2010). This Total Quality Management program will look at processes that are critical to quality, and that add value to the customer satisfaction metric (which will be discussed later) and will be addressed in depth, at a later time.
This evaluation report will ...

Solution Summary

There is an opportunity to improve the quality of services and customer satisfaction levels at Hotel Escargo. This paper outlines the main points of observations done by the consulting firm. Recommendations made were done with the Total Quality model in mind and were designed to address Hotel Escargo's biggest opportunity: Check-in and check-out process. This paper did not go into details of the tools that should be used - to address Hotel Escargo's issues - but instead offered general observations and recommendations.

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