Quality Management and Continuous Improvement

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Running Header: ESCARGO HOTEL MANAGEMENT

Hotel Escargo’s Management

Nicolette A Ruise-Lynn

Professor Ugochukwu Mgbike

Quality Improvement and Continuous Improvement MGT656

American Intercontinental University Online

Date: June 26,2020

ESCARGO HOTEL MANAGEMENT 2

Hotels have become immensely accessible via technological applications that put

together guests from all over the globe. Indeed, with the honorable thinking on the development

of the computer, Tim Barnes Lee technology must be highly esteemed. Picture the 50s, where

travelers had to physically travel to different locations in search of hotels and accommodations,

and had to move from hotel to another in case the hotel was not favorable or best of their liking.

In the 1970s, there was a crucial improvement in telephone calls for bookings. By contacting a

specific restaurant, a tourist could place an order and pay. However, this type of ordering was

both time-consuming and unpleasant for travelers as their orders paid for tend to not reflect the

reality of the hotel once they arrive at the destination. Therefore, many residents could only

travel to a specific place on long distances only to find the destination completely booked

or reserved (Rampersad, 2001).

Nonetheless, development has presented both restaurants and guests a practical solution

towards the greatest egregious concerns. The hotel services are currently accessible digitally and

can be used wherever tourists choose. In the context of fragmenting the entire globe into a global

village, the Internet takes account of this significant aspect. The online resources that are

accessible include room booking, marketing mechanizations, chatting, point of sales, and

management of customer relationships (CRMs). For this project, the concentrate is on booking a

hotel room online as a key services that most restaurants provide. Internet room reservations are

now more prominent than bush fires in the hospitality sector as more and more hotels hosting

individuals as their appeal surges (Ortiz & García, 2014).

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ESCARGO HOTEL MANAGEMENT 3

Prior to actually making a reservation at the inn, guests must be satisfied with the

restaurant's services. The assembly of information is normally the first step. The future boarder

seeks for guidance or clarification from restaurants web pages, community media outlets, online

travel agencies (OTA's) and over-internet appraisal agencies to affirm the recommendations.

Restaurant circumstances are necessary in order to network the open booking and start of the

loyalties with the visitors through every corner of these locations. Digital reservations

implies that consumers may reserve their apartments or a freelance desk from venue during

working hours at every other period of the day, even when telephone calls are deemed

unconducive (Overgoor, Rand, & Van Dolen, 2020). It is not only a modern aspect; but it also

extends to consumer services and promotions, because certain business insiders find that

providing a digital booking site is imperative. This online system needs be well designed with a

simple and full operating system as well as a user friendly web page.

With improved online mobile reservations, guests can choose the convenience of

inspecting their reservations in advance. The guest houses further benefit through keeping

abreast with their clients prior to their arrivals through mobile apps that aid in managing visitors,

transmitting cyclical suites notices and offering as well as welcoming an old guest for their

repeat visit (Schlickman, 2003). The system called marketing automation is used for this

purpose. According to their businesses and individual information, personalized e-mails herein

are sent to guests.

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ESCARGO HOTEL MANAGEMENT 4

A prime instance is the dissemination of mails to certain guests on their birthdays. Such a

program increases businesses' profits in the event of a favorable reaction from consumers. A

valuable advantage of digitalizing reservation is that online reservation for hotel owners and

clients is convenient approach in the entire industry. For starters, consumers may create internet

travel arrangements from their comfort zones with a simple button click, rather than cell phone

calls or convectional travel to a travelling agency. Moreover, it is possible to window shop

across the globe to find the cheapest rates for the services available at given hotel destinations.

Digital reservation significantly cuts down on additional costs such as telephone calls expenses,

travel costs and costs for consulting a travel agency. Travelers often benefit from electronic

booking services, because modifications and cancelations may be made quickly.

The hotel actually confesses to the smooth operation of the business through the

computerized room booking system when acquired and implemented in the hotel's

administration. These system's administrative capabilities consist of;

i. Worldwide dissemination.

Tourists or guests are generally confident of a better-known company and a hotel does

have to link its web page to the global dissemination system for a share of a good reputation.

Hotels will access to the active online travel agent through this program. This Worldwide

dissemination system is a key contributor to online bookings by almost 60% of all bookings.

ii. Website Booking Engine.

Visitors use a wide range of online resources during planning trips, but the restaurant

websites remain their top resort for accommodation details. Website booking

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ESCARGO HOTEL MANAGEMENT 5

engine technologies are transforming hotel websites into commission-free networks

of reservations that increase revenues and transform the thoughtfulness of travellers into

earnings, especially when user and guest-friendly.

iii. Hotel Revenue Management.

A hotel management system digitally would be able to operate along with better logistics

and combined advertisement incentives to boost the financial efficiency of a guesthouse.

Internationally, hotels rely primarily on advancement in technology to boost their income and

improve customer experience. Hotel Revenue Management is the strategic dispersion and pricing

approach used to offer the perishable inventory of a property to the ideal guests at the right point

in time.

The following figure shows a control chart for online room reservation;

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ESCARGO HOTEL MANAGEMENT 6

Justification

The above flow chart begins by either registration through the guesthouse website

portal if it is the guests’ first time visit to the services of the hotel virtually. Registration is freely

available and is always welcomed. Every new member who visits these websites can access the

services offered by the hotel and leave the portal by logging out. On the side, if the guests have

previously accessed the web page, and are already members, they can simply sign in with their

login credentials. More than in the 1970s, the framework reflects the value of internet resources.

For instance, visiting travel agencies is neither required nor the traveler needs to physically visit

hotel property.

In decision-making, any company which seeks to develop economically must take

account of the Six Sigma methodology's application. Six sigma as a strategy offers a

straightforward blueprint for a company's performance by enhancing business

process' capacities. It begins by inquiring the fundamental customer concerns, such as; are

customers satisfied with the services the hotel renders? Subsequently, analyses and decision

making are taken to enhance the framework of services delivery and maintenance (Leebov and

Ersoz, 2003).

For online room reservations, the five key sigma measures to ensure the sustainability of

the restaurant business include Define, Measure, Analyze, Improve and Control phases which

help in enhancing the existing identified difficulties with indefinite causes;

a. Define

The Lean Six Sigma improvement’s first phase is a defined phase which allows the

management team to draft and plot a sophisticated map for the procedure and illuminates the

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ESCARGO HOTEL MANAGEMENT 7

customers’ necessities. Defining the rudimentary customer requisites, reaction and

saleable goals. A hotel must comprehend the essential needs of the guests.

b. Measure

Measurement is precarious over this hotel’s case scenario because it offers important

signals of procedures’ healthiness and inklings to where the concerns occur. As the management

team amasses information, they emphasize on the process’ lead time or the quality the clienteles

receive (Furterer, 2016). The hotel needs to develop essential interior procedures that will affect

the profitability of its activities and measure the shortcomings in comparison to

specific processes which currently operate.

c. Analyze phase

The prime contests for teams is repelling the impulse to jump into solution prior to

examining and comprehending the origin causes of case disputes. Appropriate scrutiny allows

the teams to implement resolutions that can actually solve the problem and save on time,

resources and avert any related risks and problems. The crucial detection of flaws in an operating

device can be used in online room reservations. This phase includes utilizing vector empirical

factors and decisions. A problem statement must then be developed and the factors taken mostly

based from online booking of hostels.

d. Improve

Upon ascertaining the probable cause of the case under study, the team embarks on

another face of implementing the strategies to resolve these core causes. This phase allows the

team to refine their counteraction concepts, guide the recommended changes, implement the

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ESCARGO HOTEL MANAGEMENT 8

solutions and finally, collect the relevant information to affirm the advocated

improvements’ measurability. The hotel provides crucial facilities, but the sales turnover needs

to be maximized. The improve phase is thus crucial because the maximum permissible ranges

are obtained and evaluated together.

e. Control phase

The team should focus on maintaining the benefits and ease the update process for

the best practices by implementing improvements and resolutions to the process issue(s). The

team drafts a monitoring system during this control phase to monitor the progress of the

modernized procedure and creates a Response Plan if the performance dips. Key variables of the

hotel will be implemented to ensure that they can always persist in optimum ideal range over

time.

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ESCARGO HOTEL MANAGEMENT 9

References

Furterer, S. L. (2016). Lean Six Sigma in service: Applications and case studies. CRC Press.

Leebov, W., & Ersoz, C. J. (2003). The health care manager's guide to continuous quality

improvement. IUniverse.

Ortiz, M. P., & García, J. Á. (2014). Action-based quality management: Strategy and tools for

continuous improvement. Springer.

Overgoor, G., Rand, W., & Van Dolen, W. (2020). The champion of images: Understanding the

role of images in the decision-making process of online hotel bookings. Proceedings of

the 53rd Hawaii International Conference on System Sciences.

doi:10.24251/hicss.2020.498

Rampersad, H. K. (2001). Total quality management: An executive guide to continuous

improvement. Springer.

Schlickman, J. J. (2003). ISO 9001:2000 quality management system design. Artech House.

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