What steps should Kristen recommend to the general manager? Develop a service blueprint of the check-in process. How might this be used to improve the situati

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  1. What steps should Kristen recommend to the general manager?
  2. Develop a service blueprint of the check-in process. How might this be used to improve the situation?
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among several adjacent buildings. Our room was two buildings
away from the lobby area. My wife and I struggled to carry the lug-
gage and our son to the room. We arrived there about 11:30 and
attempted to enter the room. The key unlocked the door, but the
door would not open. After a couple of attempts, we heard a
woman's voice in the room. Obviously, the room had been double-
booked and the woman woken from her sleep. I used the house
phone to call the front desk and explain the predicament. The front
desk manager offered a quick apology and said that she would
send someone with a key to a nearby room. About ten minutes
later, a housekeeper happened to be going through the hallway,
and she let my family into the room that I had been given over the
phone. However, the housekeeper had no idea what was going on
and took my word. After we had been in the room for ten minutes,
the phone rang and I spoke with the front desk manager. She
acted as though she had sent the housekeeper to open the room,
but she still needed to send someone with the room keys. She
apologized one last time and told me to call the front desk if I had
any other problems."
End of document
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Transcribed Image Text:FILE TOOLS VIEW Document1 - Word among several adjacent buildings. Our room was two buildings away from the lobby area. My wife and I struggled to carry the lug- gage and our son to the room. We arrived there about 11:30 and attempted to enter the room. The key unlocked the door, but the door would not open. After a couple of attempts, we heard a woman's voice in the room. Obviously, the room had been double- booked and the woman woken from her sleep. I used the house phone to call the front desk and explain the predicament. The front desk manager offered a quick apology and said that she would send someone with a key to a nearby room. About ten minutes later, a housekeeper happened to be going through the hallway, and she let my family into the room that I had been given over the phone. However, the housekeeper had no idea what was going on and took my word. After we had been in the room for ten minutes, the phone rang and I spoke with the front desk manager. She acted as though she had sent the housekeeper to open the room, but she still needed to send someone with the room keys. She apologized one last time and told me to call the front desk if I had any other problems." End of document SCREEN 3 OF 3 120 % 9:52 AM P Type here to search 28°C Haze O G G D ENG 10/08/2021 近
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E - a X
want to tell you about it. I want to make sure that this does not hap-
pen again, to me or any- one else." Mr. Foster then proceeded to
tell Kristen his account of the events. "I was traveling with my wife
and our son, who is four years old. Our connecting flight was de-
layed, so we did not arrive at our final destination until 10 p.m. The
Excelsior had an advertised check-in facility at the airport, and I
assumed that I would be able to secure my room while waiting for
the luggage. When I approached the employee at the hotel's air-
port facility, I was told that check-in service was not available at
that time of the day. I found this to be surprising, since this was the
very type of situation in which an airport facility would be benefi-
cial.
Service Quality at the Excelsior Hotel
Kristen Adams had recently transferred to the Excelsior Hotel to
improve the level of customer service. She had been with the
company for five years and had been quite successful in improv-
ing the level of customer satisfaction at the two previous hotels to
which she had been as- signed. Kristen knew that the Excelsior
was going to be a real challenge. The mix of business was 60 per-
cent individual transient guests and 40 percent group business. Of
this group business, about one-third was motor coach tour groups.
On her first day on the job, she witnessed quite a sight. There was
a line of about 20 guests waiting to check in when two motor
coaches arrived and more than 80 additional guests and guides
walked into the lobby to check in. Needless to say, the two front
desk agents had a look of terror in their eyes as they worked dili-
gently to process the registrations for those waiting to check in.
Some 40 minutes later, everyone had been checked in, but the
general man- ager said to Kristen, "I'm glad that you are here; we
need to work out a better system. Let's meet for lunch tomorrow to
discuss your initial ideas." Kris- ten had just picked up a pen to
start brainstorming ideas to present to the general manager when
a guest approached her desk.
“Next, my family took a shuttle van from the airport to the hotel,
where we were given directions to the front desk. Two front desk
clerks were on duty when the passengers from the airport shuttle
arrived a little before 11 p.m. However, one of the front desk clerks
was apparently going off duty at 11, and she proceeded to close
her drawer at that exact moment. This left a line of approximately
10 or 12 guests to be checked in by one clerk. Needless to say, it
took some time to process all of the guests, and we had to wait 20
or 30 minutes for our turn. We were assigned to a room, but at this
point we had a few bags and my son was fast asleep and had to
be carried. When I asked for assistance with our luggage, I was
told that no one was available at that time of night. The hotel was
large, having over 1,000 rooms, and the rooms were spread out
"Hello, my name is Bill Foster, and I stayed at your hotel last night
with my family. We really did not have a good experience, and I
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Transcribed Image Text:FILE TOOLS VIEW Document1 - Word E - a X want to tell you about it. I want to make sure that this does not hap- pen again, to me or any- one else." Mr. Foster then proceeded to tell Kristen his account of the events. "I was traveling with my wife and our son, who is four years old. Our connecting flight was de- layed, so we did not arrive at our final destination until 10 p.m. The Excelsior had an advertised check-in facility at the airport, and I assumed that I would be able to secure my room while waiting for the luggage. When I approached the employee at the hotel's air- port facility, I was told that check-in service was not available at that time of the day. I found this to be surprising, since this was the very type of situation in which an airport facility would be benefi- cial. Service Quality at the Excelsior Hotel Kristen Adams had recently transferred to the Excelsior Hotel to improve the level of customer service. She had been with the company for five years and had been quite successful in improv- ing the level of customer satisfaction at the two previous hotels to which she had been as- signed. Kristen knew that the Excelsior was going to be a real challenge. The mix of business was 60 per- cent individual transient guests and 40 percent group business. Of this group business, about one-third was motor coach tour groups. On her first day on the job, she witnessed quite a sight. There was a line of about 20 guests waiting to check in when two motor coaches arrived and more than 80 additional guests and guides walked into the lobby to check in. Needless to say, the two front desk agents had a look of terror in their eyes as they worked dili- gently to process the registrations for those waiting to check in. Some 40 minutes later, everyone had been checked in, but the general man- ager said to Kristen, "I'm glad that you are here; we need to work out a better system. Let's meet for lunch tomorrow to discuss your initial ideas." Kris- ten had just picked up a pen to start brainstorming ideas to present to the general manager when a guest approached her desk. “Next, my family took a shuttle van from the airport to the hotel, where we were given directions to the front desk. Two front desk clerks were on duty when the passengers from the airport shuttle arrived a little before 11 p.m. However, one of the front desk clerks was apparently going off duty at 11, and she proceeded to close her drawer at that exact moment. This left a line of approximately 10 or 12 guests to be checked in by one clerk. Needless to say, it took some time to process all of the guests, and we had to wait 20 or 30 minutes for our turn. We were assigned to a room, but at this point we had a few bags and my son was fast asleep and had to be carried. When I asked for assistance with our luggage, I was told that no one was available at that time of night. The hotel was large, having over 1,000 rooms, and the rooms were spread out "Hello, my name is Bill Foster, and I stayed at your hotel last night with my family. We really did not have a good experience, and I SCREENS 1-2 OF 3 120 % 9:51 AM P Type here to search 28°C Haze O G G ENG 10/08/2021
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