Operations: Bottlenecks

1)      Where are you likely to have bottlenecks in your service delivery or manufacturing process and how will these be anticipated and addressed?

The most likely step in the process where bottlenecks could occur is during the arrival or checking stage of the process.  The bottleneck could occur if too many guests arrive at the hotel at the same time and want to use the reception area for check-in.  To alleviate this potential bottleneck, the hotel will offer guests the option of online check-in as well as provide self-service kiosks in the lobby area for check-in. 

2)      Describe the lead/lag times that characterize the fundamental operating cycle in your business?

The lag time for the operational cycle ranges from 2 to 6 weeks.  

3)      Explain how any seasonal production loads will be handled without severe dislocation (e.g., by building inventory, using part-time help in peak periods)?

The proposed venture will not be affected by seasonal fluctuations due to its location, Atlanta whose lodging industry is not affected by seasonal fluctuations.

   

4)      What quality consistency issues exist and how will consistency of quality be ensured? What controls exist, for instance, to ensure every burger is cooked exactly the same?

The major quality issue will be guest service.  To ensure a high level of service quality the hotel will develop a handbook with service standards and service policies.  In addition, all potential employees will undergo a battery of interviews (at least four) to ensure that they have the right attitude to fit with the organization’s service oriented culture.  In addition, formal training programs from orientation through on the job training programs will be established with the following goals in mind:

• To create service awareness and understanding of the importance of quality standards and consistency in delivering service to guests.
• To build internal customer morale, confidence, professionalism and loyalty to the company.
• To instill the desire to maintain and improve customer service skills.