Reducing the length of time guests spend waiting in line

Assignment Help Operation Management
Reference no: EM131151702

Donna Shader, manager of the Winter Park Hotel, is considering how to restructure the front desk to reach an optimum level of staff efficiency and guest service. At present, the hotel has five clerks on duty, each with a separate waiting line, during the peak check-in time of 3:00 pm. To 5:00 pm. Observation of arrivals during this time shows that an average of 90 guests arrive each hour (although there is no upward limit on the number that could arrive at any given time). It takes an average of 3 minutes for each front-desk clerk to register each guest. Donna is considering three plans for improving guest service by reducing the length of time guests spend waiting in line.

The first proposal would designate one employee as a quick-service clerk for guests registering under corporate accounts, a market segment that fills about 30% of all occupied rooms. Because corporate guests are preregistered, their registration takes just 2 minutes. With these guests separated from the rest of the clientele, the average time for registering a typical guest would climb to 3.4 minutes. Under Plan 1, noncorporate guests would choose any of the remaining four lines.

The second plan is to implement a single-line system. All guests could form a single waiting line to be served by whichever of five clerks became available. This option would require sufficient lobby space for what could be a substantial queue.

The third proposal involves using an automatic teller machine (ATM) for check-ins. This ATM would provide approximately the same service rate as a clerk would. Given that initial use of this technology might be minimal, Shader estimates that 20% of customers, primarily frequent guests, would be willing to use the machines. (This might be a conservative estimate if the guests perceive direct benefits from using the ATM, as bank customers do. Citibank reports that some 95% of its Manhattan customers use its ATMs.) Donna would set up a single queue for customers who prefer human check-in clerks. This would be served by the five clerks, although Donna is hopeful that the machine will allow a reduction to four.

1. The current system at the hotel has a separate line for each clerk. Can you think of another business where you have seen this configuration?

2. One proposal under consideration is using a single line and having the first available clerk serve the next customer. Have you ever seen a business that uses this configuration? What are the advantages and disadvantages of the having all five clerks serve one line versus having each clerk serve his/her own line?

3. If there are 5 clerks, and the average time to serve each customer is 3 minutes, then how many customers can be served each hour? How many customers arrive per hour?

4. What are some sources of variability in the current check-in system? In other words, why might the check-in time be more or less than 3 minutes? Why might there be more or fewer than 90 customers arrive in a given hour? In light of these factors, reconsider your answer to question 3 above.

5. Which of the proposed changes to the check-in system would work the best? What are some other ways that the check-in process capacity could be increased?

Reference no: EM131151702

Massive flooding and mudslides take place

You are the project manager of a nine-month effort. You are now in the fifth month of the project and are more than two weeks behind schedule, with very little hope of catchin

Upper-level management might recommend cost reductions

Jordan Baker is the Senior Accountant for Archer Manufacturing and is concerned that the company’s net income may be lower than expected this year. If it is, he is afraid that

What are the various methods the swift corporation

The Swift Corporation has 5000 Sales representative and employees and employees in the US who drive company cars. The company’s risk manager has recommended to the firm’s mana

Appreciation for chance to work with valuable art pieces

Art handlers are typically highly educated artists with a deep appreciation for the chance to work with valuable art pieces. They work for auction houses and art-handling serv

Unwillingness of patients to follow good health protocols

If obesity and the inability or unwillingness of patients to follow good health protocols are two drivers of health care costs, what are the implications of shifting more cost

Centralization vs. decentralization

Assume you are the top manager in a large organization. The organization has a long and well-known history of being very centralized. For valid reasons beyond the scope of thi

Local grocery store remains at its current value

A local grocery store expects the mean arrival rate of customers will increase by 50% due to the completion of a local housing development. Currently, the mean arrival rate is

Describe the recovery process in each country

Describe the recovery process in each country as a result of this assistance. Also determine whether or not there was an increase/decrease in: GDP, inflation, and unemployment


Write a Review

Free Assignment Quote

Assured A++ Grade

Get guaranteed satisfaction & time on delivery in every assignment order you paid with us! We ensure premium quality solution document along with free turntin report!

All rights reserved! Copyrights ©2019-2020 ExpertsMind IT Educational Pvt Ltd