Process Mapping Report: Hotel Escargo Service Improvements

This report presents a comprehensive analysis of process mapping techniques applied to Hotel Escargo, focusing on enhancing operational efficiency and service delivery. It introduces new process maps for check-in, check-out, and order placement, aiming to streamline operations, reduce costs, and improve customer satisfaction. The report utilizes Six Sigma quality standards to minimize waste and highlights the importance of a robust monitoring and control plan for future process performance. The new processes emphasize the use of technology, improved communication, and transparency to facilitate smoother transactions, faster service, and better employee and customer experiences. The report also includes a control chart demonstrating the effectiveness of the new processes and emphasizes the value of customer and employee feedback in maintaining and improving these processes.

Running head: PROCESS MAPPING 1
Process Mapping
Student’s Name
Institution
Date

PROCESS MAPPING 2
Executive Summary
Process mapping in any institution is significant because it helps an organization to track
the events as they unfold in the operations of any given company. The report will provide two
new and different process mappings for check-ins and check-outs at Hotel Escargo. The reason
for doing so is to foster efficiency and enhance service delivery at the hotel. A process mapping
for placing an order will also come in handy with the intention of saving the cost, easing the
work of the management, and promoting customer satisfaction. The six-sigma quality standards
will be utilized with the aim of reducing wastage and improving services. To make sure that the
future processes are controlled and monitored effectively, a plan will be put in place.

PROCESS MAPPING 3
INDIVIDUAL PORTION
New process mapping for check-in and check-out
Check in the process map
Customer Books room at
the front office
F/O confirms the room
availability.
F/O gets back to the customer.
Customer books room
online
The delivery boy picks the
luggage and keys.
F/O communicates the rules to
the customer.
F/O collects details and cash.
The customer is escorted to
the room.

PROCESS MAPPING 4
Check-out process mapping
Check out request
Bellboy collects the
luggage
Bellboy drops the
keys at F/O
The arrival of the guest at F/O
Guest settles the account.
Cashier presents the bill.
Cashier updates the guest’s folio
Bellboy loads the
luggage.

PROCESS MAPPING 5
Hotel offering and new process mapping for it
Process mapping for placing an order
The waiter takes an order
The servers see the order and
serve it.
The waiter takes the order and
the receipt.
The waiter presents the order
to the customer.
Feeds the order to the system
Customer pays and checks
out
The customer is presented
with the mode of payment.
The waiter clears the table

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The new process has looked into different ways of making sure that the service delivery
at the hotel is promoted and at the same time, the work is made more comfortable for the
employees. The process begins when the waiter takes the order from the customer (Kerzner,
2017). The reason why it starts there is that in most cases, there are not enough waiters to be at
the door waiting for the customers. At the same time, some menus are readily available on the
seats, and they guide the customers on the meals that are offered in the hotel. Any order fits in
the process map. The essential step in delivering orders is getting the request from the customer.
The reason behind it is because the nature of the order dictates the time that will be taken to
deliver the order.
There are different sections in the hotel. The first section is where the customers place
their order and the second section is where the orders are provided, and payments are made. The
technological improvements that have been made in the hospitality industry have helped in
making sure that little time is taken to place an order (Narasimhan & Nair, 2015). Upon
receiving the order from the customer, the waiter keys in the order with his or her code number
and the servers in the kitchen see the communication in the system. The process of using the
system instead of the waiter walking to the point of taking orders has significant values to the
hotel.
The improvement will benefit the hotel in reducing the work for the waiters. When the
work of employees is made more accessible, the employee satisfaction is taken to a higher level
(Pyzdek & Keller, 2014). The reason behind it is because the employees are not overworked and
at the same time they are given an opportunity to attend to as many customers as possible within
a given time. The new process also enhances communication (Hsu, Liu, & Huang, 2012). The
adoption of the new system and its involvement in service delivery has promoted communication

PROCESS MAPPING 7
in many hotels. For example, traditionally, the waiter needed to access the orders-picking point
and communicate to the servers. The process would have taken a lot of time, and this is because
there would be more than two or three waiters who want to be served with orders. The
concentration of the servers to more than two waiters can be challenging, and that slows down
the process of delivering the orders. Therefore, it is evident that the new process comes in place
to give all employees ample time to work effectively.
The new process also comes in place to promote customer satisfaction (Furterer, 2016). It
is essential to note that different factors and efficiency boost customer satisfaction and fast
services are some of the factors. The new process makes sure that when the waiter gets the
orders, he or she communicates directly to the serving room. As a result, when the waiter reaches
the orders-picking point, he or she finds an order which is already served. In this respect, the
aspect of fast services is evident, and it goes a long way to promote customer satisfaction.
The new process also comes in place to make the management functions easier. It is
imperative to note that when the processes are long, the management of the processes becomes a
challenge for the organization. The new process has come in place to make sure that the
supervisors are not given a lot of work to follow up with the junior employees. There is one
aspect that the process has concentrated on and it has improved the level of transparency to the
customers thus making it easier for the customers to manage their orders (Dineen et al. 2015).
Most of the processes that deal with the delivery of orders make sure that the customers are
provided with their bills a few minutes before they walk out. This action is not healthy when it
comes to disclosing all information to the customers. Some customers tend to hold back when
they are not aware of the specific amount they are supposed to pay. Therefore, when the amount
is disclosed to them, it becomes easier for them to plan their orders and they might even place

PROCESS MAPPING 8
more orders. In this respect, it is no doubt that the new process comes in place to make sure that
transparency at the hotel is boosted thus promoting customer satisfaction.
Three aspects of the process have made the process more appealing to the customers and
at the same time more convenient for the customers and the workers. The first aspect has been
exhaustively looked into, and it is the aspect of the system. The second aspect is the aspect of
presenting the bill to the customers while they are still at the table so that they can manage their
bill and know whether to place more orders or not. The third aspect is associated with the mode
of payment (Han, Hsu, & Sheu, 2010). In the modern world, technology has done a tremendous
job, and it has presented the business persons with many options for meeting their payment
needs. Most are the times when the hotels assume that customers are comfortable with the aspect
of paying in cash. However, there is a need for the management always to consider the needs of
the customers as long as the payment methods are concerned. Summarily, the new process has
come a long way in promoting efficiency at the hotel and making sure that the needs of the
customers are met in all dimensions. The process has balanced the needs of the customers,
employees, and the hotel thus making it effective and suitable.
The new process also comes in place to reduce the costs of transactions and operations at
the hotel. The costs of a company increase when the functions are complex thus needing
professionals to handle them. The new process comes in place to provide an avenue where the
hotel can cut the cost of doing business. Labor costs have been affected by the new process. The
reason behind it is because the company has a process that has introduced a system that makes
the work of the employees easier. The cost of buying and maintaining the new system is
relatively lower than the cost of employing more workers. When the work of the employees is
made easier, it means that a specific number of employees can attend to more activities. In this

PROCESS MAPPING 9
case, even if the customers increase, the company will not need to increase the number of the
employees, and that means that the company will save on the cost of labor.
Control chart that demonstrates the new process
The control chart has depicted that the new process has been performing well and this is because
the process has been scoring above the average line.
GROUP PORTION
Six-sigma quality standards
The six-sigma quality standards are aimed at eliminating wastage from the process of
acquiring raw materials to the process of providing finished products in the market. The new
process has worked in line with the six sigma quality standards. The first way it has done so is by
making sure that communication in the new process is enhanced. Communication is a critical
aspect when it comes to quality management and reduction of wastage (Murphy & Rottet, 2009).
The new process has looked in ways of making sure that time is saved as well as the human

PROCESS MAPPING 10
resource. The aspect of making sure that employees can directly communicate to the servers
without being physically available shows how the time has been saved (Zhang, Hao, Chen, Ding,
& Peng, 2015). At the same time, the aspect of employees being provided with an opportunity to
save many customers at a time shows that wastage has been eliminated and that goes in line with
six-sigma quality standards.
A plan for the hotel to monitor and control future process performance
The performance of any process is essential to the hotel, and this is because it dictates if its
implementation was suitable or not (Espino-Rodríguez, Lai, & Baum, 2008). It is therefore
essential for the hotel to have a plan in place that helps to monitor and control the performance of
the process. The following steps would help in monitoring and controlling future process
performance;
a) Check the changes
The performance of a new process can only be identified by looking at the outcomes. The
reason why processes are initiated is to make sure that organizations achieve a specific goal. A
process is therefore supposed to bring change to the operations of a company as well as the
productivity of the company. The changes that have been attained through a certain process are
likely to help the organization no monitor the performance of the process (Kuenzel & Katsaris,
2009). When the changes are positive, it is evident that the performance of the process is
positive. When the changes in the company are adverse, it is evident that the process is effective.
By knowing the status of the process, it becomes easier for the management to control its
performance.
b) Collect feedback from the customers

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Customers are the beneficiaries of processes in any given organization. One of the reasons
why processes are changed is to make sure that they deliver positive results and help a company
to attain its desired goals (Vlachos & Bogdanovic, 2013). In this context, it is essential for a
company to gather the information from the customers because this helps the company to know
if the processes are performing positively or negatively.
c) Collect feedback from the employees
The employees are the essential implementers of the processes, and therefore they are a
reliable source of information. The feedback from the employees is likely to help the
management know if the processes are performing positively or negatively (Akimova, Stein, &
Prokhorova, 2015). If the processes are performing positively, the employees are likely to note
that and provide the information to the organization.
d) Enhance supervision
Enhanced supervision would come in handy when it gets to the aspect of controlling the
process. When an organization implements a new process, it is evident that it has all the statistics
needed to make sure that the process is effective (Ullsperger, Fischer, Nigbur, & Endrass, 2014).
Therefore, it is the organization that has the power to make sure that the plan works. When an
organization is solely responsible for the success of the process, it ought to make sure that there
are strategies in place which are aimed at making the process a success. Considering that the
management has the knowledge about the new process, it would be advisable for the
organization to make sure that supervisors are working around the clock to make sure that the
employees are familiar with the successful concepts of the new process.
Conclusion

PROCESS MAPPING 12
Process mapping is an essential practice that should be employed in organizations that
have the desire to attain positive results. Hotel Escargo has a problem when it comes to check-ins
and check-outs. The new process mapping for both check-in and check-out will help the
company to attain its organizational goals. The maps come in place to promote customer
satisfaction and efficiency at the hotel. The new process mapping for delivering an order also
comes in place to help the company in terms of managing the operations, saving the costs, saving
resources, and increasing customer satisfaction levels. The process promotes efficiency and gives
the workers an easier time to serve the customers at the hotel. The application of the six-sigma
standards also comes in place to make sure that wastage at the hotel is minimized. By monitoring
and controlling the future performance of the process, the company is likely to gain a
competitive edge, and this is because the process has proven to work effectively.