Project Proposal: Hilton Hotel Check-in/Check-out Process Optimization

This project management assignment focuses on improving customer service at Hilton Hotel, specifically addressing delays in check-in and check-out processes. The project proposes a plan to enhance customer satisfaction by offering incentives like a free first night's stay if check-in takes longer than 15 minutes. The project includes a detailed statement of work, task dependencies, work breakdown structure, and estimations of time and cost. It also addresses HR requirements for assembling a project team, risk assessment, and project closure. The project emphasizes the importance of efficient service to retain customers and increase profitability. The project aims to optimize the check-in and check-out processes, proposing strategies such as hiring additional reception staff and offering incentives to customers to improve their overall experience and enhance the hotel's brand image. The project analyzes the financial implications and benefits of the proposed changes, demonstrating how these improvements can lead to increased revenue and market share.

PROJECT MANAGEMENT

Executive Summary: Project based on hotel management includes an area of study which
covers a range of topics with operational activities of hospitality. It defines area where company
has to create modifications through which they can provide better services to customers. For this
purpose, managers of hotel industries are needed to identify those discrepancies within
organisation, due to which dissatisfaction of customers occur. Through this process, they can
make project to rectify system and provide better services to guests. As per context with Hilton
Hotel, it is also faced problems related to delay in check-in and check-out processes. Therefore,
present project include some suggestions and strategies by which it can overcome from this
problem. In this regard, managers has suggested that by hiring more employees in reception area,
they can provide better and fast services to tourists. In addition to this, by giving offer that if
check-in process of customers will consume more than 15 minutes then will get first night free.
Therefore, present assignment will focus how to prepare and manage such project in proper
manner.

Table of Contents
INTRODUCTION...........................................................................................................................1
Overview of project................................................................................................................2
A Statement of Work..............................................................................................................3
Task Dependencies for identifying critical path and project schedule of project..................6
A work-break down structure.................................................................................................6
Products or Deliverables.........................................................................................................7
Estimation of Time and Cost..................................................................................................8
Requirement of HR to assemble the project team..................................................................8
Risk.......................................................................................................................................10
Assessment of project quality...............................................................................................11
Provision of project closure..................................................................................................11
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................13

INTRODUCTION
Hotel and restaurant management are considered as bundled together and termed as
hospitality or service industry. It compromises of various activities which aid a nation in
developing its economy. Organisations which are dealing in this sector, set provision of food,
drinks and other accommodations to fulfil quests of customers (Bradbury, 2015). Hilton Hotel of
UK occupies a significant place in service sector of London. It offers high accommodations to
those people who are willing to pay for acquiring services that rendered to them. In general
growth and success of business of hotel industries, is depended on performance level and quality
of services, they are provided to customers. Currently, this hotel face various issues due to
ineffective services as people who come to stay have to wait for long time during check-in and
check-out process. Due to this, they used to switch in other hotels and like to pay more, just to
get services on time. Therefore, on this perceived problem, its managers are going to implement
a new project to overcome from this issue.
Under this project, managers of Hilton Hotel offer a proposal in front of employers to
gain attention and retention of guests. They have suggested that by convincing customers that
company will take less that 15 min during check-in procedure. If time period will exceed from
this limit then this hotel will offer first night stay free to them. Through this offer, customers can
ensure that hotel will provide good services to them and value their time also. Along with this,
managers also assist owners to hire some more employees in reception area who are highly
experienced in giving best services to customers on time. Since during seasonal period, people
like to spend their holidays with friends and family members across the globe. Therefore, this
result to exceed demand of hotel bookings and accommodations facilities (Smith, 2012) . During
seasonal period, tourists book rooms for one night stay in hotels a day before departure. As
Hilton hotel mainly target tourists of other nations therefore, to cater their needs, this project will
prove in exceeding their satisfaction. To work on this project, managers have made a team of
seven members and distribute equal responsibilities to them. It includes identifying strategies of
other hotels to gain attention of tourists, prepare necessary documents which include scope, time
and cost required to implement this project etc. Further, it will represent in front of stakeholders
and upper level of management to gain their interest and support in completing such project.
1

Overview of project
Hilton Hotel is considered as one of the largest brand in world which targets both
business persons and leisure travellers. It has more than 570 hotels in different locations in 85
countries where thousands of workers are currently working to give best services to customers.
These hotels are found near by airport, city centres and popular destinations. This would help in
influencing travellers to take it services before flight. But due to intense competition and
presence of various 5-star hotels in same area, profitability of this hotel decreases continuously.
During peak period, its managers are much concerned about time taken for tourists to check in.
Due to this poor aspect, customers are willing to stay at its competitors who provide fast services
and value their time. They are also agreed to pay higher for room rates just to avoid long check-
in process. This leads to create negative brand image of this hotel in marketplace as well as also
directly impact on its profitability (Sharpley and Telfer, 2015). In one of its branch which is
located near by airport of London, has approximate 400 rooms, where 75% of tourists take
rooms to stay for one night only, just before their flight. Therefore, they demand to get check-in
and check-out services in less period of time. Along with this, they would also like to even pay
more just to get fast services. Therefore, any delay in such case, will tend to move customers
towards other hotels. This would directly impact on brand image of organisations or hotels in
negative manner.
To get retention of tourists and attract their minds, managers of Hilton Hotel have made a
proposal. It is based on improving quality of services by which high satisfaction of customers
can be gained. Under this project, they have suggested that if check-in time of travellers will take
more than 15 minutes, then first night will be free for them in hotel. It would help in influencing
customers towards its services. In order to get success of this project, managers has also
suggested board of directors to hire some high skilled employees in reception during hike period
on zero-hour contract. This would aid in providing better quality of services related to check-in
and check-out process to customers in less period of time.
If employers give approval on this proposal then this will help in resolving issues related
to poor quality of services. It also leads to enhance its customer base and get retention of
business and leisure travellers (Bourn, 2014). This would result to generate high revenue and
enhance market share also. For example: It has seen that during hike period, more than 80%
2

rooms are booked by customers for one night stay then under such case, let current price of room
is £75. Then under this condition, revenues will be generated as:-
Revenue = (80% of 400) X (75)
= 320 x 75
= £24,000
According to this calculation, it has evaluated that if customers will book room only for
one night stay, then would lead to generate high revenues i.e. near about 24k Pounds. As per this
estimation, approximate 720k Pounds business will gain in one month when customers stay only
for a night. During peak period, many customers book their rooms on same period, then its
natural that workers may consume more than 15 minutes for clearing check-in process.
Therefore, in such case of any discrepancies as per proposal, this hotel has to provide first night
free to those customers who face delay in getting services. Then under this condition, even if
company gives one night free stay to more than 100 of its clients, this will take loss of £7500.
This would reflect that in terms of profitability ratio, acquired loss is much less then revenue
generated by this offer (Adekola and Sergi, 2016). Similarly, for improving performance and
customer service of Hilton Hotel, hiring more employees on contract basis in reception era, also
proves beneficial in giving effective services to customers in less period of time. This would lead
to reduce check-in time process through which company can exceed expectation and level of
satisfaction of its targeted customers as well as get retention of them for longer period also.
A Statement of Work
It is an important document in the field of project management which defines specific
activities, deliverables as well as timelines. In general, it typically includes requirement and
pricing in detailed manner, with standard terms and conditions of governance for implementing a
project. It includes:- Introduction: Hilton Hotel is one of the best hotels in UK, which provide high
accommodation and services to tourists on affordable price rates. Due to negative
feedback of customers, it has identified that this hotel fails to give services related to
check-in and check-out on specified time (Van der Wagen and White, 2018). Therefore,
in this regard, its managers has made a proposal to overcome from this issue. Purpose: To give assurance to customers that company will take less time during check-
in process of customers and will exceed their level of expectation. The another main
3

motive of this project is to improve quality of service and brand image of Hilton Hotel in
marketplace. Scope of Work: Presence of many hotels in same locations on different-different rates
and accommodation facilities, give opportunity to customers to get services as per their
choice. But this would lead to give pressure on hotels including Hilton in providing best
services to customers (Bonner and et. al., 2012). As tourists belongs to business class are
willing to pay high rates to stay in hotel just to get proper services. Therefore, any delay
in service-procedure will turn them to get services of other competitors. In this regard, by
giving offer to customers that they will get first night free if company will take more than
15 minutes during check-in process. This would lead to gain attention of business class
and leisure travellers towards services of hotels. It also helps in generating high
profitability in business through which competitive advantage can be gained. Location of Work: To give proposal to board of directors, owners of hotels and other
stakeholder, managers have organised a conference meeting in one of its hotel at London.
For this purpose, they have prepared a presentation to inform stakeholders about scope of
project and how will this carry out. Tasks: In order to carry out this project, major activities are make proper introduction
about current problem faced by Hilton Hotel (Al-Mubaraki and Busler, 2013). It also
includes, aims and objectives, literature review, critical evaluation and recommendation
etc. to complete this project. For this purpose, its managers have made a team of 7
members who are highly experienced in conducting a research and draw valid conclusion
on the same. In this regard, each member has specific roles and responsibilities to
complete this project.
4

 Period of Performance / Deliverables Schedules: In order to complete each and every
activity like preparing documentation, formulate aims and objectives, draw conclusion
and more, team-mates of Hilton Hotel require near about 2 to 3 months. As per below
activity, to determine actual cause behind occurrence of poor quality of service, managers
has given responsibilities to two members of group. For this process, they want at least
two days to identify issues and make documents accordingly. Furthermore, on the basis
of this issue, aims and objectives are prepared by discussing with all team-mates for
which, three days are required. Similarly, for gathering data about effectiveness of
services offered by Hilton Hotel and further activities of project, different-different time
period will be taken as shown in Gantt Chart.
5

 Resources: In order to conduct all activities of present project, the main resource needs
by project makers is sufficient amount of funds. Through this process, they can carry out
analysis and complete each activity on time. Having proper finance, also boost
confidence level of team-mates and encourage them to do their assign task in given
period. This would aid to increase efficiencies of project as well.
Task Dependencies for identifying critical path and project schedule of project
Critical path analysis is the most essential of project planning. It is considered as the
longest-duration path which describes sequence of tasks. It enables managers of a project to
complete each tasks in shortest interval of time. In this regard, a critical path diagram is taken as
important tool for controlling a project and scheduling the dependencies (Schuckert, Liu and
Law, 2015). For this assistance, it is necessary for project-makers of Hilton Hotel to determine
time-duration require to complete each activity. As above mention, the main tasks of project
based on hotel management are formulating aims and objectives, carry out research
methodologies, further make analysis on the same and draw valid conclusion. Therefore, critical
path of task dependencies can be represented in following manner:-
A work-break down structure
It refers to a technique by which major activities or complex task can be completed in
efficient manner. WBS system also provides essential framework which includes cost estimating
and control in detailed manner. Along with this, it gives guidance related to schedule
development and control through which projects makers can make strategies to complete project.
For this purpose, it helps in breaking down an activity into smaller segments. Through this
process, project manager of Hilton Hotel can distribute roles and responsibilities to each
members as their skills and experience. Therefore, through support and efforts of group
members, managers gain success to implement project more adequately.
6

(Source: Work Breakdown Structure, 2018)
The project team of Hilton can develop the activities of breakdown structure by
observing the main functional deliverables and fragmenting those deliverables into smaller
segments. Furthermore, these sub-deliverables are then decomposed till responsibilities to group
members can be assigned. At this stage, the specific work packages are required to produce the
sub-deliverable and grouped together. These packages will represents the list of overall tasks
which have to be done for completing the specific unit of work (Page, 2014). By getting details
of project schedules, project makers of Hilton Hotel can recognize activities under the work
packages, which are needed to be completed by a specific schedule as well as within a certain
level of effort also.
Products or Deliverables
A deliverable refers to any product or service which should be completed to finish a
project. For this purpose, it is essential to develop capabilities which are termed as deliverables.
For example: To develop a product, company should modify its technique first. In context with
present project of Hilton Hotel, capabilities required to develop a team will be considered as
7
Illustration 1: Work Breakdown Structure

deliverables. Therefore, under this process, requirement to introduce HR executive for formation
and development of team are termed as deliverables. In addition to this, techniques used under
this process, like Tuckman model which include the concept of forming, storming, norming,
performing and adjoining etc. also included as deliverables (Tukker and Tischner, 2017).
Estimation of Time and Cost
Efficiencies of any project is totally dependent on time taken to complete each activity. If
overall activities of a project will complete in set period then it will boost energy level of team-
mates to get success in better manner. In context with present project which is related to improve
give services on time to tourists, research team of Hilton Hotel requires near about 2 to 3 months.
In addition to this, the main resource they want to complete whole project is sufficient amount of
finance (Page and Hall, 2014) . In this regard, by concerning on each and every task of project,
managers have predicted that near about 20k Pounds are required. For this process, they have
prepared a proper budget plan and assign adequate amount of finance to each department.
Therefore, overall £20K is required to make this project adequately. It includes
Particular Amount
Initial Investment 100000
Expenses:
Operational Activities
R&D Activities
Cost to IT Experts
Licensing Fee
Maintenance
22000
28000
16000
6000
8000
Closing Value 20000
Requirement of HR to assemble the project team
To make a project and implement it successfully, major role is played by team-members.
Therefore, it is essential for every company who wants to carry out a new project, make a proper
team (Buckler and Creech, 2014). For this process, to assemble the project team, it is necessary
to hire HR executives. They would help in building a strong team and get cooperation of each
member in completing a project. As per present scenario, Hilton Hotel is facing issues related to
8

poor services and delay in check-in and check-out process. Due to this, travellers book rooms in
other hotels, which would lead to reduce its profitability and revenues. So, its managers are
going to make a proposal to overcome from this issue (Allweil, 2016). In this process, to make
this process and implement it successfully, Hilton Hotel needs to introduce HR professionals.
They will help in forming team and get better support of them for project management. In this
regard, HR generally use Tuckman Theory for building a team. This theory include four main
stages as mentioned below:- Forming: It is an initial stage of team development, under which manager introduce each
member who have to work together to complete a project (Tuckman's Theory of Team
Development for Project Teams, 2018). At this level, they get information about roles and
responsibilities as well as in what manner, they have to work on. Storming: After formation of team, group members starts to show their capabilities for
accomplishment of business goals and objectives. They give opinion and suggestions to
each other for performing duties. Therefore, it is natural to rise conflicts between them
because all members have own capabilities and skills to complete a work. To manage this
situation, HR professionals will use unique techniques for turning negative environment
into positive one (Birley and Moreland, 2014). For example: Organise conference
meetings and introduce participation of all team-mates to become a part of decision-
making process. Under this process, give opportunity to members to give suggestions and
share their views for improvement in project, helps in developing relationship between
them. Norming: Resolving problems related to personality clashes and disagreement on a
common concept, will tend to occur great intimacy. Through this process, team-mates
will now start collaboration with each other and give cooperation to work as a team.
 Performing: After clearing above stages, HR managers get success in building a strong
team. Further, to get high contribution and support of team-mates, they use different
techniques for boosting their morale (Mistilis, Buhalis and Gretzel, 2014). For example:
Adopting effective leadership styles like democratic and give opportunity to each
members to work in own manner, help in influencing them towards achievement of
common goal. Through this process, group members will now give best efforts to
complete a project.
9