Embedded Files
Overview
Overview
Business Need: A sixty-nine room hotel faced complaints about long check-in times and inconsistent service quality. Management wanted a streamlined front-desk process and improved training for staff to increase customer satisfaction and retention.
Objective: Improve front desk processes to achieve 90% customer satisfaction within 3 months.
Stakeholders & Needs: Staff needed clear Standard Operating Procedure (SOP); management required real-time service tracking.
My Role: I analyzed existing front-desk workflows, led process mapping sessions with staff, and developed SOPs and customer feedback mechanisms to support service improvements. I facilitated staff training and created user-friendly SOPs to ensure understanding and alignment across the team
Solution Requirements & Design: Introduced booking queue workflows, check-in scripts, and quick training guides.
Tools Used: Process Modelling, Surveys/Questionnaires, Procedure Documentation
Evaluation / Results: Achieved 90% satisfaction rate; increased guest retention
See more details here.
Page updated
Google Sites
Report abuse