The Power of Data: Transforming Hotel Services and Facilities for Increased Customer Satisfaction at�OverU Hotel Ltd.
Fredyandu Rombelayuk
Table of Contents
Some of the problems that will be discussed and their solutions are
Business Background | About OverU Hotel Ltd. |
DARCI | About Who Make Decider, Accountable, Responsible, Consulted and Informed |
Problem Statement | Description of The Problem (Using SMART) |
Objective | Answer Problem Statement |
Root Cause | Describe Using The Issue Tree |
Hypothesis and Metrics | Consist of : Possible Root Cause, Hypothesis, Prioritize, Metrics and Reason |
Conclusion | Give The Solution and What Should Do in The Future |
Business Background
01
01
OverU Hotel is an industry in the hospitality sector. This company is a global company with franchises in various countries. The 5 countries where Over Hotel is located are :
Business Background
USA
Ireland
England
Scotland
Wales
01
The hotel has conducted an NPS survey and some data that needs to be known for improving the quality and standard of the hotel are as follows:
Business Background
DARCI
02
02
D : Regional Manager ( Diego Granero )
A : Area Manager (Wednies El Prayen)
R : Data Analyst (Marie Queen Annabelle)
C : HR Head (Alfredeo Dei) , Front Office Head (Clara Emmanuela), Facilities Management Lead (Deandra Angela)
I : Data Team, Training Team, Employeee Relation Team, Reception Team, Reservation Team, Maintenance Team
DARCI
[Decider | Accountable | Responsible | Consulted | Informed]
Problem�Statement
03
03
How to improve the performance of hotel services and facilities so that it can increase the average score from 3.2 to 4.2 and the hotel service assessment aspect score above 3.2 on a scale of 5, in 5 countries where the hotel is located within a period of 12 months, so that it can maintain customer loyalty?
Problem Statement
03
\
Problem Statement
Based on the NPS survey conducted in 5 countries with 482 respondents, the survey results were obtained regarding the level of customer satisfaction. The 4 lowest assessment aspects complained about by respondents according to the survey can be seen in the diagram below.
\Customer Satisfaction Survey Results
CUMULATIVE SCORE (SCALE 5)
CATEGORY | SCORE |
Room Design | 2.7/5 |
Timeliness of Staff | 2.7/5 |
Friendliness of Staff | 2.6/5 |
Check-In & Check-Out Experience | 2.2/5 |
Objective
04
04
To improve the performance of hotel services and facilities so that it can increase the average score from 3.2 to 4.2 and the hotel service assessment aspect score above 3.2 on a scale of 5, in 5 countries within a period of 12 months, and can maintain customer loyalty.
Objective
Root Cause
05
05
Root Cause
Quality Of The Staff
Check-in and Check-out Experience
Low Friendless of Staff Score
Lack of Additional Training and Work Evaluation
Room Facilities and Quality
Not Using Technology to Check-In/Check-Out
Booking System Error
Room Interior Design Less Attractive
Additional Facilities in The Room
Response was Less Friendly
Cheap or outdated interior materials quality
A View of An Unattractive Area
Dust, grime, or unpleasant odors in room
Room Facilities are Inadequate and Not Updated (TV, WIFI, AC, etc)
Why did the hotel's service and facility performance assessment get an average score of 3.2 on a scale of 5 last year?
Hypothesis�& Metrics
05
06
Hypothesis and Metrics
Possible Root Cause | Hypothesis | Prioritazion | Metrics | Reasoning |
Lack of Additional Training and Work Evaluation | If employees do not participate in additional training programs and regular performance evaluations, employees will not be able to improve their work performance | HIGH | Employee Satisfaction, Performance Reviews, Employee Performance Metrics, Employee Participation in Training | Employee surveys are needed to measure the level of employee comfort in the workplace, measure employee needs to improve their skills so that they can improve the quality and standard of self-development which has an impact on work ethic and good feedback given by customers. |
Not Using Technology to Check-In/Check-Out | If hotels do not utilize technology for the check-in and check-out process, they will experience long waiting times, resulting in dissatisfied guests and low operational efficiency | HIGH | Check-In/Check-Out Time, Operational Efficiency, Technology Adoption Rate, Repeat Guest Rate | Efficiency of time and energy is the main thing in the process of registration, check-in, billing and check-out of hotel rooms, so that the process that implements the use of technology such as a system or application device, makes it easier for the reception staff to process guest data that can be used to measure the level of re-orders, reviews and feedback from guests. |
Room Facilities are Inadequate and Not Updated | If a hotel does not have adequate and outdated room facilities, it will result in lower guest satisfaction, repeat bookings, and increased positive reviews. | HIGH | Guest Satisfaction, Room Maintenance and Repair Requests, Guest Complaints, Room Inspection Scores, Guest Preferences | Surveys, reviews, and feedback from guests regarding room interiors and room facilities are one of the benchmarks in improving guest comfort during their stay. Ensuring all room needs are complete and in good condition so as to minimize guest complaints during their stay. |
Problem�Solution
07
07
Hotel Service Staff & Service Quality
Room Booking & Reservation Processing
Guest Comfort Level With Room Design And Room Facilities
Based on the hypothesis, metrics and reasoning that have been explained, several possibilities can be analyzed that occurred so that there was a score value from several survey components that were below 3.0 on a scale of 5.
So, below are some solutions that can be given to improve aspects that get the lowest scores.
Problem Solution
Provide Continuous Training for Front Line Employees |
Employees in Interacting with Guests |
Scheduled Employee Performance Evaluation |
Create A Warm and Friendly Work Environment |
Minimize Burnout Among Employees By Managing Schedules Wisely |
Time Efficiency During The Check-in / Check-out Process |
Using The Application In The Check-in / Check-out Process |
Using An Integrated Reservation System |
Process Payment And Check-out Digitally |
Ask Guests To Fill Out A Customer Satisfaction Survey, Provide Reviews And Feedback Before Checkout |
Change The Interior Design Of The Room To Be More Attractive |
Change The Layout Of The Room Furniture To Make It More Comfortable |
Check The Suitability Of Room Facilities Periodically |
Ensure Room Facilities Are Clean, Tidy And Ready To Use |
Ensure additional facilities (WiFi, TV, AV, etc.) are in good condition |
Thankyou.
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