. A check sheet of the complaints 2. A Pareto chart
Course: Operations Management
Hotel Complaints
A luxury hotel has been receiving a lot of complaints from guests recently. The manager worries that if these complaints continue, the hotel will start to lose clients. Therefore, you have been hired as a consultant to correct the problem(s). A list of the major complaints by week for the last month is as follows:
Complaint Number of Occurrences
Week 1
Error on bill 10
Room not ready at check-in 8
Room service delivery late 3
Longline at check-out 10
Week 2
Error on bill 12
Noise in hallway 2
Longline at check-out 5
Room dirty 10
Week 3
Not enough towels in room 5
Error on bill 7
Room service delivery late 6
Not enough close-up parking 2
Week 4
Room dirty 7
Error on bill 9
Room not ready at check-in 10
Longline at check-in 9
You have decided to use a few of the “Tools of Quality” to present your finding to hotel management.
Prepare a report to management that includes the following:
1. A check sheet of the complaints
2. A Pareto chart
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