Establish Guest Information Record for effective Check In Service

1、establish guest information record for effective check in service submitted by chen ya binid numberupervised by chen yan honga paper submitted in fulfillment of the requirements of the degree of bachelor of artsthe institute of online educationbeijing foreign studies universityju

2、l 20073rd draft北京外国语大学网络教育学院学士学位论文诚信声明本人郑重声明： 所呈交的学士学位论文，是本人在导师的指导下，独立进行研究工作所取得的成果。论文所涉及的项目为本人亲自负责或者参与实施的项目。除文中已经注明引用的内容外，本论文不含任何其他个人或集体已经发表或撰写过的作品成果。本人完全了解本声明的法律结果由本人承担。学士学位论文作者签名： 陈雅斌日期：2007年 4 月13日论文摘要北京丽都假日饭店成立于1984年，是由著名的“bass hotels & resorts”酒店管理集团管理的，全球最大的一家假日饭店, 也是北京最早的4星级酒店之一。丽都假日饭店以其优质的客户

3、服务，赢得了众多外资企业的青睐。饭店年平均住房率达到百分之六十三，其中百分之四十为饭店的常访客人。这些常访客人保证了饭店的住房率，也同时为饭店创造了良好的口碑，迎来了更多的客人。作为北京丽都假日饭店的高级客务关系部主任，我的日常的工作就是保证客人在住店期间得到最优质的服务。不断听取客人意见，改进服务内容，保证服务质量。工作中我们发现，在酒店住房旺季期间，每天都有很多客人在前台登记入住。尤其在航班集中到港的时段，前台总会排起长队，有些客人最长需要等待三十分钟来完成入住登记手续。提高入住登记的速度，是前台有待解决的最大问题。但在正常的情况下，每位客人的入住登记手续大约需要10分钟。在客人集中到达的

4、时段，有些客人就不得不等待很长时间才可以开始办理入住登记手续。为解决客人长时间的等待，改变现状，客务关系部将协助前台提高客人入住登记的效率,缩短登记手续的时间，优化登记程序，将原来的入住登记时间缩短一半。为此，饭店对常访客人及前台员工进行了采访。调查中我们了解到，客人入住登记过程中其实有很多不必要环节可以省略。对于很多常访客人的资料反复查对，占用了登记的大部分时间。因此，建立客人个人信息资料库，改进入住登记的流程，将有效提高前台员工的工作效率。我的项目目标是将常访客人的入住登记时间缩短70%，由原来的10分钟缩短到3分钟。这样将大大缩短客人在前台等候登记的时间。个人信息资料库的建立也可以同时优

5、化前台登记的程序。此项目计划在一个月内完成并实施。力求将高峰期客人排队等候的时间尽可能缩短。饭店将通过对客人的电话调查和与前台员工的沟通来制定相应的解决办法。在新的登记流程开展后，饭店将再次对客人进行问卷调查，确保此次工作的改进带给饭店积极的影响，同时提高客人对饭店服务的满意度。abstract holiday inn lido hotel is established in 1984, managed by bass hotels & resorts management. hotel is famous by its high standard service，and well-known

6、 in multinational companies. lido hotel keeps the average room occupancy at 63 percent per year, and 40 per cent are hotel regular guests. being the senior guest relations officer, my duty is guarantee the best service to our guests. hotel stays high occupancy in high seasons. there are hundreds of

7、guests checking in to the hotel everyday. in the rush hour, many guests waiting at reception desk for check in, some of them have to wait more than 30 minutes. receptionist needs 10 minutes to complete check in for each guest. guests queue in a long line and some of them have to wait more than 20 mi

8、nutes. guest all feel tired after a long journey, they need a room for rest very soon. speed up check in procedure is necessary in improving guest services. some of guests are very regular to the hotel, but receptionists still need to recheck their passport for name, passport number, birthday, etc.

9、if we keep the information for file, this will help to simplify the check in procedure for hotel regular guests. we aim to find the problem in check in procedure through guests and receptionists interviews. we finally found that checking their personal information is a duplicate work. ideally, we wi

10、ll keep a record for all the regular guests for future check in uses. in this way, we will save more time in regular guests check in. check in time can be shortening to 3 minutes. this is not only make receptionists working effective, but also save time of guests, improve their satisfaction of hotel

11、 services. the plan supposes to be implemented in one month. table of contents1.introduction11.1project background21.1.1profile of holiday inn lido hotel21.1.2current procedure of check in31.1.3problem analysis in check in52.rationale72.1.project objective72.2project hypothesis82.3activities planned

12、 to take place82.4a critical path analysis of the activities92.5people involved in the activities and their responsibilities112.6time-scale of the activities123. data description133.1cost consideration133.2risk analysis133.3plan for the monitoring and evaluation of the project14establish guest infor

13、mation record for effective check in service1. introductionholiday inn lido beijing was established in 1984. and it was the first holiday inn hotel in china. a 4 star joint venture between yick ho company of hong kong, and china travel service (holdings) corp. of china, and managed by intercontinent

14、al hotels group. it is well-known as a “city within the city”. just 17 km from the beijing capital international airport and 6 km from downtown. the hotel has been designed as a fully integrated facility, including apartments, commercial building, country club, kindergarten and an international scho

15、ol. the residential complex accommodates many of beijings expatriates and multinational companies.hotel business is running fairly good. it keeps the high occupancy about 63 per cent averagely each year. among those guests, 40 per cent of them are hotel regular guests. they always stay with lido hot

16、el, some of them visit hotel twice a month at least. these regular guests are most valuable to lido hotel. they are the factor for hotel high occupancy and good reputation.being the senior guest relations officer, my duty is to guarantee hotel guests are satisfied with hotel service. handling guest

17、comments and suggestions, therefore improving hotel services. in the high season, we are receiving hundreds of guests checking in to hotel every day. some of them are flying on the same flight, arrive to the hotel at the same time. because of this, hotel lobby becomes crowed. people queue in a long

18、line for check in. some guests has to wait at least 20 minutes for check in. receptionist needs about 10 minutes to finish the check in procedure for one guest. they need to check guest passport for name, passport number, birthday, and verify their chinese visa, also ask for credit card. people all

19、feel tired after the long journey, they eager to go back to their room for rest. speed up check in service is very necessary. in order to optimize the check in procedure, shorten the check in time. we first did guest survey for their comments. also work closely with reception desk, collecting their

20、experience, get to know their opinion. at last, we realized there are some unnecessary procedures for check in regular guests, such as check guest passport to confirming their name, passport number, birthday, and credit card number every time they come to hotel. this personal information will not be

21、 changed regularly, its somehow a waste of time to recheck it every time. we had registered their information when they first time stayed in hotel. if we keep guest personal information record on file, just confirm those information with guests but not asking again their passport etc. the check in t

22、ime can be shorten to 3 minutes. it will make the check in more effective, and save more time for both receptionist and guest.gro need to train all the reception staff about how to create guest information record, and how to track the record. systemize guest personal information record, make it easy

23、 for future use. finally another guest survey will help us to get the feedback from guests. 1.1 project background 1.1.1 profile of holiday inn lido hotelholiday inn lido beijing was established in 1984, was the first holiday inn hotel in china and famous in beijing. a 4 star joint venture between y

24、ick ho company of hong kong, and china travel service (holdings) corp. of china, and managed by intercontinental hotels group. it is well-known as a “city within the city”. just 17 km from the beijing capital international airport and 6 km from downtown. the hotel has been designed as a fully integr

25、ated facility, including apartments, commercial building, country club, kindergarten and an international school. the residential complex accommodates many of beijings expatriates and multinational companies.the holiday lnn lido, beijing has 538 tastefully decorated guest rooms and suites, all equip

26、ped with remote color tv with satellite reception, individually controlled air-conditioning, idd telephone, voice mail, alarm clock/radio, refrigerator and mini-bar, hairdryers, modem links, in-room safety deposit boxes, bathroom amenities and tea/coffee making facilities. the executive club lounge

27、offers guests a peaceful environment to meet or quietly catch up with the latest news via satellite tv international newspapers and magazines while enjoying a cup of freshly-brewed coffee or tea. the hotel is also conveniently located close to many of beijings famous tourist attractions and commerci

28、al office buildings. the holiday inn lido executive club lounge offers guests a peaceful environment to meet or quietly catch up with the latest world news while enjoying a cup of freshly brewed coffee. recently, the hotel has established an internet connection in each room, and has other excellent

29、business facilities. besides, hotel provides a wide range of outlets offering a superb of international cuisines. the hotel also has well-equipped meeting, conference and banquet facilities offering guests the perfect setting for any occasion. there are also the recreational and entertainment facili

30、ties in the hotel.there are more than 400 employees working in lido hotel. they provide their professional services in front office, housekeeping, food & beverage, etc. talking more on my project about reception desk. they are 10 receptionists on duty per day among 20. and 4 computers available for

31、guest check in everyday. 1.1.2 current procedure of check incurrently, receptionist needs 10 minutes to finish check in for one guest. they will first asking guests if they have room reservations, and find out their reservation in system, preparing registration form for check in. after that, recepti

32、onist needs to check guests passport for their full name, passport number, birthday, verify their chinese visa, and ask guests credit card for deposit. reconfirm the period of their stay, room rate, and have their signature on the registration form. introduce hotel facilities, and entertainment. cal

33、l bellboy to help guests with their luggage and show them the way to their room when needed.i did investigation during the peak time at reception desk. in one week, below are the picked up summary in 4 days.date: 2007 mar 10 (sat)time range: 18:0021:00no. of guests: 40 peopleno. of receptionist: 4 s

34、taffaverage check in time: 10 minutesdate: 2007 mar 11 (sun)time range: 10:0011:00no. of guests: 30 peopleno. of receptionist: 5 staffaverage check in time: 8.5 minutesdate: 2007 mar 12 (mon)time range: 18:0020:30no. of guests: 25 peopleno. of receptionist: 4 staffaverage check in time: 9 minutesdat

35、e: 2007 mar 13 (tue)time range: 18:0019:00no. of guests: 23 peopleno. of receptionist: 3 staffaverage check in time: 10.5 minutesfrom this summary we can see that, receptionist needs about 10 minutes for check in one guest. when they are short of hands, they need more then 10 minutes. guests becomin

36、g impatient after 20 minutes waiting, and some of them will complain. the high season in the hotel are march, april, may, september, october in the year, peak time in the day is from 10am to 11am, 6pm to 9pm. due to most of the people prefer to take the flight in this time period. because of this, p

37、eople are coming in the same time, and queuing at reception desk. in the peak time, there are at least 10 people queue in line at the same time.1.1.3 problem analysis in check in each guest needs 10 minutes for check in, reception is following the same check in procedure for all the guests including

38、 regular guests. but most of the regular guests visit hotel more than 3 times every half year, some of them even come back to hotel twice a week. every time they need to spend 10 minutes for check in, due to hotel did not keep the record of their personal information. personal information such as th

39、eir full name, passport number, birthday and credit card number will not be changed, its not really necessary to reconfirm it every time they come back to hotel. to create guests information record will help to predigest check in procedure, shorter check in time.thinking from the point of view of gu

40、ests, the check in service they want isq effective quick check in service at reception desk. q friendly greeting to guests, good service attitude.q helpful well-trained in working procedure. q professional familiar with hotel services, facilities, and entertainment. questionnaire is another way to k

41、now what guests need. i prepared 50 questionnaires for guest survey, and get the feedback from guests via face to face interviews, or telephone interviews. (please refer to appendix for template of guest survey)summarize the feedback of surveys, we can see: most of the guests are coming for business

42、. and they are very regular to beijing. they are visiting beijing 2 times a month. 90% of guests made room reservations before arrival. most of guests will always spend 10 minutes at check in. if they arrived in rush hours, they have to wait about 10 to 20 minutes for check in . 95% of guests do not

43、 mind if we keep a record of their personal information, if we can speed up the check in time. but they want to make sure all these information are safely kept in the hotel. 95% of guests will come back to stay again.overall, through this survey we get to know that guests care about the check in tim

44、e at reception desk, but not really concern if we keep a record of their personal information. but we need to make sure these information will not be leaked out to others.a swot analysis of the situationstrengthsq holiday inn lido hotel has 22 years history in beijing, and has a good reputation.q ho

45、liday inn lido is located near to the airport. it only takes 25 minutes from airport to hotel.q there are about 500 rooms in holiday inn lido, and well equipped with recreation facilities. q bass hotels & resorts management guarantees the hotel service standards.q there are thousand staff working in

46、 the hotel, insure the 24 hours service. q all the staff will take the professional training before starting their work.q english is common language in the hotel.q regular guests, and business with multinational companies.weaknessesq room facilities in holiday inn lido are old and room designs are o

47、ut of fashion.q hotel near to the airport but far form the downtown.q room rate is rather expensive.opportunitiesq good reputation of hotel.q contract with travel agent and airlines for cooperation.q long term history in beijing, well-known by people.q only 17km far from airport to hotel.q good comm

48、unication skills of hotel staff.threatsq lower room rate and room package in nearby hotels.q new hotels opening everyday.2. rationale2.1. project objectivethe key problem of check in service is reception desk spending too long time on checking in guests. they need about 10 minutes to finish check in

49、 for one guest. in this way, the guest queue in the second have to wait at least 20 minutes, and following guests have to wait even longer time. we need to find a way to solve this problem. building up regular guest personal information records would help receptionist to track the guest history, pre

50、paring for their registration in advance, in order to save time in check in. we propose to shorten the check in time from 10 minutes to 3 minutes, especially for regular guests. save more time for guests in checking in, and also make the reception work more effective.the aim of my project, and the w

51、ay for evaluation are: check in time for each guest: 10 minutes reduce to 3 minutes set up personal information record for all the regular guests who stayed more than 2 times. avoid waiting time at reception desk in the rush hours. cut down the waiting time in 10 minutes. make sure all the reception

52、ist are trained for using guest personal information record.2.2 project hypothesisit is hypothesized that if an efficient check in service procedure successfully used for guest check in, then the guest check in time will be shortened to 3 minutes. we will first do a survey with hotel regular guests,

53、 get to know their comments and suggestions. and discuss with reception desk in detail for creating the guest history record. this initial process will take about 1 week. a guest personal information history record system will be release in week 2, right after that, we will begin to use it in daily

54、check in for guests. continue optimizing the procedure for 2 weeks. at last, do another survey to get guest feed back. 2.3 activities planned to take placein order to reach the goal and objective of my project, i plan all the things i have to go through in detail. below are all the things that need

55、to be done.stage 1: investigating guest comments and analyzing the problem.first, pick up 50 hotel regular guests, make appointments for interviewing.second, asking questions regarding check in, take notes.after all, analyze guest survey, and find the way to make improvement. stage 2: draft solution

56、 to the problem and make proposal.first, make the solution more detail, and send it to reception manager for review.second, make sure the solution plan it workable, and report it to hotel management for approval.third, make the template for guest information record, and prepare for training.stage 3:

57、 take action to follow up the solutionfirst, give training to reception staff for guest personal information record input.second, begin to collect and build up guest information record,third, at the same time, use it for check in. and report any problem during the new procedure.activity plan:stage 1

58、:take notes during interview analyze the problempick up regular guests for interviewstage 2:prepare training to receptionists.report solution to hotel management give solutions for the problemstage 3:use it for check it.collect guest informationprovide training to receptionistsfigure 1: activity plan2.4 a critical path analysis of the activi