front office problem: •slow check-in and check-out processes •processes inconsistent...
TRANSCRIPT
• Problem:
• Slow check-in and check-out processes
• Processes inconsistent
• Guests waiting in queue
• Guests waiting for rooms
• Root Causes:
• Lack of 5S at front desk
• Standard processes not followed
• Broken down office equipment
• Poor communication with Housekeeping
• Solution Approach:
• Process Mapping
• 5S implementation
• Standardization of processes & training
• Workstation design
• Information flow through Kanbans
• Audits and Daily work management
• Benefits:
• Faster Check-in and check-out times
• Reduced time waiting in queue
• Reduced time waiting for room
Front Office
BEFORE AFTER
11:00.0
04:10.0
00:00.0
02:52.8
05:45.6
08:38.4
11:31.2
14:24.0
Before After
Check In Time 13:01.0
03:46.0
00:00.0
02:52.8
05:45.6
08:38.4
11:31.2
14:24.0
Before After
Check Out Time
• Problem:
• Rooms not delivered in timely manner to F/O
• Quality of room cleanliness inconsistent
• Supplies and linen not complete in rooms
• Root Causes:
• No standard process for cleaning
• Linen TAT long
• Disorganized trolleys and stores
• Limited number of rooms released before 11 am
• Solution Approach:
• Process Mapping
• Time & Motion study – standardization of cleaning process
• 5S at Stores and trolleys
• Scheduling room cleaning through Kanbans
• Standard linen sorting and chuting process
• C/O rooms cleaning starts at 7 am
• Cleanliness audits
• Benefits:
• Faster room release
• Better room cleanliness
• Faster Linen TAT
Housekeeping
BEFORE AFTER
86%
94%
82%
84%
86%
88%
90%
92%
94%
96%
Before After
Room Cleaning Audit Score
5
3.2
0
1
2
3
4
5
6
Before After
Room TAT (Hrs)
• Problem:
• Long Linen TAT – 5 hours
• High linen discard rate
• Root Causes:
• Disorganized and congested gemba
• Time/resources spent sorting Linen
• No std process for assessing/reworking discards
• Solution Approach:
• Pre-sorting of Linen in Housekeeping
• 5S in Laundry
• Standardized rework process for stained linen
• Benefits:
• Quicker linen TAT
• Reduced discards
Laundry
BEFORE AFTER
0:00 1:12 2:24 3:36 4:48 6:00
0:00 0:28 0:57 1:26 1:55 2:24 2:52
Linen TAT reduced by 50% - from
~ 5 hrs to 2.5 hrs
• Problem:
• Rooms sold to guests with defects – defective sockets, leaky ceiling, non-functioning equipment, faulty TV remote etc.
• High guest complaints (~ 400 per week)
• Root Causes:
• Non-availability rooms for maintenance
• Late information on defects
• Overload of room perfect team
• Solution Approach:
• Auditing for defects
• Improvement scheduling of Room-Perfect with housekeeping
• Room-perfect maintenance process streamlining and room-perfect time reduction
• TV tent cards
• Benefits:
• Reduced guest complaints (~ 70 per week)
• Faster maintenance response
• Faster room-perfect time
Engineering – Room Perfect
406
72
0
50
100
150
200
250
300
350
400
450
Before After
Number of Guest Complaints per Week
83%
95%
75%
80%
85%
90%
95%
100%
Before After
Defect-Free Room Audit Score
• Problem:
• Slow delivery time
• Incomplete and erroneous orders
• Order taking process inconsistent
• Root Causes:
• Lack of standard order taking process
• Disorganized storage at operations
• Congested and cramped Room Service corridor
• No data on OT, IF or EF for delivery
• Solution Approach:
• Standardize order taking process
• 5S at operations and stores
• Quick setup of trolleys
• Daily Kaizen/problem solving
• Quality checks
• Benefits:
• Improved on time delivery
• Reduced errors
Room Service
BEFORE AFTER
88%
91%
85%
87%
89%
91%
93%
95%
97%
99%
Before After
On Time Delivery
• Problem:
• Low guest satisfaction -
• Long response time to guest orders and requests
• Table setup incomplete
• Inconsistencies in buffet replenishment
• Root Causes:
• Too much movement of people
• No Standards for table setup
• Disorganized storage back of house/side stations
• Broken down equipment
• Long recycling time for cutlery
• Solution Approach:
• Standard table setup process. Training & auditing
• 5S at back of house/side stations
• Mizushumashi for replenishment
• Reduced TAT for cutlery
• Equipment cleaning and maintenance as per schedule
• Benefits:
• Faster response time
• Improved SALT results – guest satisfaction
Bukka
BEFORE AFTER