RUNNING HEAD: Hotel Escargo

Hotel Escargo
AIU – MGT656 Abstract
This paper will discuss Hotel Escargo’s new processes for check-in and check-out. It will discuss a hotel offering, how it will improve the hotel’s customer satisfaction and have a new process map for the process. It will also contain new control charts demonstrating the new processes for performance. Hotel Escargo
Introduction
Hotel Escargo is in need of a new process for check-in and check-out. It is also in need of a new process for a hotel offering, which will improve the hotel’s customer satisfaction. In order to demonstrate these new processes a new process map for the process will be necessary. This will show management how these changes will make these processes quicker and easier for the employees to manage, which in turn makes sure the guest get checked-in /out more quickly and efficiently.
New Check-in Process
The new hotel check-in process starts at the customer service desk when a customer makes a reservation or walks-in. When the customer is a walk-in the first question is whether there is a vacancy at the hotel. If the answer is no, the customer is recommended to another hotel and the process ends. If there is a vacancy or the customer already made a reservation the next step is to check-in at the front desk where the customer data is stored in the computer. Then the customer obtains a room key from the front desk, and then the bellman will escort the guest and their baggage to their room. Once the bellman has escorted them to the room, the process is done.
New Check-out process
The new hotel check-out process starts when the guest’s stay at the hotel is over. The first question is if the on-command check-out is available? If the on-command is available, the guest can pay their bill via that system and leave their room key in their room. Their next step is to