OPERATIONS: Workflow

Operations Workflow:Guest Cycle

The hotel operations will operate 365 days and as is the norm for hotels, will be open for 24 hours.  The hotel does not envision and noticeable seasonal fluctuations.  The service delivery process will encompass five stages called the guest cycle.  Thus, all operational activities are centered on the guest cycle. These stages are:

1.      Pre arrival:  This is the stage where reservations are made and all activities such as guest special requests such as room customization are made

2.      Arrival:  The arrival stage focuses on guest check-in.  Guests will have the ability to physically check in at the physical front desk or electronically via their cell phones or other portable electronic devices. 

3.      Occupancy:  The occupancy stage focuses on all activities while guests are in house or during the guest’s stay. 

4.      Departure:  During the departure stage, the guest checks out and receive their final folio or invoice.  During this stage, employees will also enquire of the departing guests about their stay in an effort to fix any service related problems before the guest departs.

5.      Post Departure:  During this stage, the guest information will be archived into a database of guest history files.  Information from these files will be used to develop profiles of guests and used in database marketing.  Electronic surveys will be sent to guest during this stage for them to provide feedback on their stay.

All activities in the guest cycle will be classified as front of the house operations activities and heart of the house or back of the house activities.  Front of the house activities include all direct guest contact activities and employees such as and will include:

·         Reservations

·         Reception

·         Uniformed Services (valet, bell service, concierge etc.)

·         Guest relations

·         Food and Beverage Outlets (will be outsources)

·         Recreational Personnel (spa will be outsourced)

Heart of the house operational activities will include:

·         Housekeeping

·         Maintenance

·         Laundry/Valet

·         Security

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:

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