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Make It Happen - Make It An Awesome Check-In: Just Give Them The Key!
Make It Happen - Make It An Awesome Check-In: Just Give Them The Key!
Awesome Check-in
Maintaining improvements
Implementation Plan.
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Awesome Check-in
Why do we need to improve check-in?
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Awesome Check-in
What is a “Queue”?
Question 1
Question 2
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Awesome Check-in
Key Driver Value
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Awesome Check-in
GSTS Results
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Awesome Check-in
What Processes are involved in Check-in?
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Awesome Check-in
Initial Check-in Data Tree Analysis – Pre-Blocked & Pre Registered?
Possible Opportunities
Reduce 132 secs
Improve 2%
Reduce 224 secs.
222 secs
Yes No
2% 98%
PB & PR?
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Make It Happen - Make It an © InterContinental Hotels Group 2005
Awesome Check-in
Initial Check-in Data Tree Analysis – Without Error?
Possible Opportunities
Reduce 132 secs
224 secs
Improve 2%
Yes No
Reduce 224 secs. 96% 4%
Without
Error?
Yes No
2% 98% Possible Opportunities
PB & PR?
234 secs
Yes No
83% 17%
No Queue?
Possible Opportunities
Check-in time NOT Check-in time
Reduce 132 secs including queue time including queue time
224 secs 280 secs
Improve 2%
Yes No Possible Opportunities
Reduce 224 secs. 96% 4%
Without
Error? Reduce 280 secs
Without Errors With Errors Improve 83%.
222 secs 228 secs
Yes No
2% 98% Possible Opportunities
PB & PR?
Yes No
2% 98% Possible Opportunities
PB & PR?
Yes No
2% 98% Possible Opportunities
PB & PR?
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Awesome Check-in
Why is this information useful?
Each area of priority will have it’s own set of root causes, therefore
Each root cause will have its own set of possible solutions
This toolkit and its software will provide you with everything you need to collect
your data, analyse it, prioritise, implement action, confirm validity, and maintain
improvements.
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Awesome Check-in
What will the software do?
Provide you with all check-sheets and guidelines to help you collect the
information for your own tree
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Awesome Check-in
Confirmation Check-in Data Tree Analysis Overall Total Time 64 secs (286 secs)
(Results from the initial Check-in Data Tree are displayed
in grey & brackets) Yes No
(96%) 97% Room 3% (4%)
Available?
Check-in time when Check-in time when
room available room NOT available
(234 secs) 51 secs 555 secs
(1533 secs)
Yes No
(83%) 99% 1% (17%)
No Queue?
(280 secs)
Yes No
(96%) 99% Without 1% (4%)
Error?
No (228 secs)
Yes
(2%) 99% 1% (98%) Your achieved overall
PB & PR?
check-in time is 64 seconds
Pre-blocked & Pre NOT Pre-blocked &
Registered Pre Registered
48 secs (132 secs) 78 secs (224 secs)
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Awesome Check-in
Maintaining your improvements
...FOREVER!.
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Make It Happen - Make It an © InterContinental Hotels Group 2005
Awesome Check-in
Overall Total Time 286 secs
Main Data Collection Yes No
96% Room 4%
Available?
Check-in time when Check-in time when
room available room NOT available
234 secs 1533 secs
Yes No
83% 17%
No Queue?
Yes No
96% Without 4%
Error?
Yes No
2% 98%
PB & PR?
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Make It Happen - Make It an © InterContinental Hotels Group 2005
Awesome Check-in
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Make It Happen - Make It an © InterContinental Hotels Group 2005
Awesome Check-in
Main Data Collection Guidelines
For the purposes of your main data collection, Check-in is defined as regular check-in
with reservation, not walk-ins, group check-in, club lounge check-in.
Yes No
83% 17%
No Queue?
Yes No
96% Without 4%
Error?
Yes No
2% 98%
PB & PR?
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Awesome Check-in
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Make It Happen - Make It an © InterContinental Hotels Group 2005
Awesome Check-in
Queue Time Collection Guidelines
Period / sample size • Minimum 2 weeks (including weekends) or
• Minimum 30 measurements
• “Business as usual”
• If the sample of 30 is not achieved after 3 weeks, unlikely to
be a big issue. In this case, use the sample and data that you
have and enter into the software
Frequency • Randomly throughout the day when check-in queues are
known to occur
• This can be done by taking the measurements, for example
every 30 minutes / every hour / 2 hours / etc.
Tools • Data collection sheet Queue Time
• Pen
• Stopwatch
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Awesome Check-in
Overall Total Time 286 secs
Room not available Yes No
96% Room 4%
Available?
Check-in time when Check-in time when
room available room NOT available
234 secs 1533 secs
Yes No
83% 17%
No Queue?
Yes No
96% Without 4%
Error?
Yes No
2% 98%
PB & PR?
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Make It Happen - Make It an © InterContinental Hotels Group 2005
Awesome Check-in
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Make It Happen - Make It an © InterContinental Hotels Group 2005
Awesome Check-in
Room Not Available Collection Guidelines
Period / sample size • Minimum 2 weeks (including weekends) or
• Minimum 30 measurements
• “Business as usual”
• If the sample of 30 is not achieved after 3 weeks, unlikely to
be a big issue. In this case, use the sample and data that you
have and enter into the software
Frequency • 100 % of all rooms that are not initially available and where
the guest has to wait for the room
Tools • Data collection sheet
• Waiting time when Room Not Available Sheet
• Pen
• Stopwatch
Method • An assigned member of the team should collect this data
• Time should be measured (24 hr clock) from the moment the
guest is told that the room is not ready to the time that the
room is available (not the time that the guest collects the
key).
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Awesome Check-in
Data Input
INPUT.
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Awesome Check-in
Data Collection for Check-in Data Tree
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Awesome Check-in
Overall Total Check-in Time = 286 seconds
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Action Plan Action Plan Action Plan Action Plan Action Plan
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Action Plans
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Awesome Check-in
Confirmation Data Collection
After your renovation efforts and solutions have been implemented, these
need to be validated to ensure that they produce the required results.
Use the same data collection time periods as used for your initial
data collection
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Next Steps...
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Awesome Check-in
Implementation Plan
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Awesome Check-in
...and finally