i arrive slideshow

8/8/2019 I Arrive Slideshow

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InterContinental Hotels Group 2005Make It Happen - Make It anAwesome Check-in

InterContinental Hotels Group 2005

Kindly sponsored by: Just give them the key!

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Make It Happen - Make It an

Awesome Check-in


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Outline content

Why improve? The Business Case

What are the check-in processes?

What data collection is required?

Maintaining improvements

Data collection specifics

Data input specifics

Your I Arrive Toolkit & Software

Implementation Plan.

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Why do we need to improve check-in?


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The Deployment Tree

PROCESS

DESIGN

PROCESS

ACCURACY

ROOM

AVAILABILITY

CHECK-IN

EFFICIENCY

QUEUE

TIME

STAFFING

TRANSACTION

TIME

CHECK-IN

OPTIONS

QUEUE

MANAGEMENTSCHEDULING

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What is a Queue?

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Question 1

When you observe Guests at your Front Desk, how many

people does it take to make what you regard as a Queue?

Question 2

When you are a customer in the bank or supermarket, how many

people does it take to make what you regard as a Queue?.


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Key Driver Value

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SPEED AND EFFICIENCY OF CHECK-IN

What is the return on your effort ifyou were to improve this?.


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GSTS Results

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What Processes are involved in Check-in?

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There are several processes at work we need to decide where is

the most juice in the 5 or 6 lemons that we have...

To do this, we need to be FACT driven...

therefore we need DATA.


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Pre-blocked & Pre

Registered132 secs

NOT Pre-blocked &

Pre Registered224 secs

2% 98%

Yes No

PB & PR?

222 secs

Initial Check-in Data Tree Analysis Pre-Blocked & Pre Registered?

Possible Opportunities

Reduce 132 secs

Improve 2%

Reduce 224 secs.

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Pre-blocked & Pre

Registered132 secs

NOT Pre-blocked &


2% 98%

Yes No

PB & PR?

With Errors

228 secs

96% 4%

Yes No

WithoutError?

224 secs

Without Errors

222 secs


Reduce 132 secs

Improve 2%

Reduce 224 secs.


Reduce 228 secs

Improve 96%.

Initial Check-in Data Tree Analysis Without Error?

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Pre-blocked & Pre

Registered132 secs

NOT Pre-blocked &


2% 98%

Yes No

PB & PR?

With Errors

228 secs

96% 4%

Yes No

WithoutError?

Without Errors

222 secs


Reduce 132 secs

Improve 2%

Reduce 224 secs.


Reduce 228 secs

Improve 96%.


Reduce 280 secs

Improve 83%.

Check-in time NOT

including queue time224 secs

Check-in time

including queue time

280 secs

83% 17%

Yes No

No Queue?

234 secs

Initial Check-in Data Tree Analysis No Queue?

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Pre-blocked & Pre

Registered132 secs

NOT Pre-blocked &


2% 98%

Yes No

PB & PR?

With Errors

228 secs

96% 4%

Yes No

WithoutError?

Without Errors

222 secs


Reduce 132 secs

Improve 2%

Reduce 224 secs.


Reduce 228 secs

Improve 96%.

Check-in time NOT


Check-in time


280 secs

83% 17%

Yes No

No Queue?


Reduce 280 secs

Improve 83%.

Initial Check-in Data Tree Analysis Room Available?

Check-in time when

room available234 secs

Check-in time when

room NOT available1533 secs

96% 4%

Yes No

RoomAvailable?


Reduce 1533 secs

Improve 96%.

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Initial Check-in Data Tree Analysis


Reduce 132 secs

Improve 2%

Reduce 224 secs.


Reduce 228 secs

Improve 96%.


Reduce 280 secs

Improve 83%.


Reduce 1533 secs

Improve 96%.

Pre-blocked & Pre

Registered132 secs

NOT Pre-blocked &


2% 98%

Yes No

PB & PR?

Without Errors

222 secs

With Errors

228 secs

96% 4%

Yes No

WithoutError?

Check-in time NOT


Check-in time


280 secs

83% 17%

Yes No

No Queue?

Check-in time when


Check-in time when


96% 4%

Yes No

RoomAvailable?

Overall Total Time 286 secs

Your achieved overallcheck-in time is seconds286

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Summary of Penalties

P B / P R check-in time too long 132 secs (132 0 = 132)

Not all check-ins organised as PB / PR 90 secs (222 132 = 90)

Not all rooms immediately available 52 secs (286 234 = 52)

Not all check-ins free of queue 10 secs (234 224 = 10)

Not all check-ins free of errors 2 secs (224 222 = 2).

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Why is this information useful?

Understanding this helps us to prioritise & focus our improvement

opportunities and actions

Each area of priority will have its own set ofroot causes, therefore

Each root cause will have its own set ofpossible solutions

This toolkit and its software will provide you with everything you need to collectyour data, analyse it, prioritise, implement action, confirm validity, and maintain

improvements.

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What will the software do?

Provide you with all check-sheets and guidelines to help you collect the

information foryour own tree

Allows you to input your data after collection

Analyses your data & produces your Check-in Data Tree

Prioritises your opportunities for improvement

Produces Action Plans according to your priorities

Sets up a maintenance plan, and guides you to execute it.

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Confirmation Check-in Data Tree Analysis

Yes No

PB & PR?

Yes No

WithoutError?

Yes No

No Queue?

Yes No

RoomAvailable?

Pre-blocked & Pre

Registered48 secs

NOT Pre-blocked &


99% 1%

Without Errors

49

secs

With Errors

53 secs

99% 1%

Check-in time NOT


Check-in time


81 secs

99% 1%

Check-in time when


Check-in time when


97% 3%


Your achieved overallcheck-in time is seconds64

(132 secs) (224 secs)

(222 secs)

(228 secs)

(224 secs)

(280 secs)

(234 secs)

(1533 secs)

(2%) (98%)

(4%)(96%)

(17%)(83%)

(96%) (4%)

(286 secs)

(Results from the initial Check-in Data Tree aredisplayed in grey & brackets)

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Maintaining your improvements

Gains will disappear if not maintained

Each gain needs to be supported...

...FOREVER!.

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2% 98%

Yes No

PB & PR?

96% 4%

Yes No

WithoutError?

Check-in time


280 secs

83% 17%

Yes No

No Queue?

Check-in time when


96% 4%

Yes No

RoomAvailable?


Check-in time NOT


Pre-blocked & Pre

Registered132 secs

NOT Pre-blocked &


Without Errors

222 secs

With Errors

228 secs

Check-in time when


Main Data Collection

Pre-blocked & Pre

Registered132 secs

NOT Pre-blocked &


Without Errors

222 secs

With Errors

228 secs

Check-in time NOT


Check-in time when


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Main Data Collection Guidelines

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Period / sample size Minimum 2 weeks (including weekends) or

Minimum 300 samples whichever is greater

Business as usual

Frequency 100% - or close - of all check-ins during the period

Tools Main data collection sheet Pen Stopwatch

Method 1 sheet per each individual check-in FOA captures the time for each using a stopwatch

Time starts from when the guest approaches desk and endswhen guest leaves for the room

FOA records minutes and seconds in the box In addition to the time, FOA records whether check-in was

with / without error If with error , then indicate the type

For the purposes ofyour main data collection, Check-in is defined as regular check-in

with reservation, not walk-ins, group check-in, club lounge check-in.

Enter your data every day.


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Queue Time Collection

Check-in time NOT


Pre-blocked & Pre

Registered132 secs

NOT Pre-blocked &


Without Errors

222 secs

With Errors

228 secs

Check-in time when


2% 98%

Yes No

PB & PR?

96% 4%

Yes No

WithoutError?

83% 17%

Yes No

No Queue?

Check-in time when


96% 4%

Yes No

RoomAvailable?


Check-in time


280 secs

Check-in time


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Queue Time Collection Guidelines

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Period / sample size Minimum 2 weeks (including weekends) or Minimum 30 measurements Business as usual If the sample of30 is not achieved after3 weeks, unlikely to

be a big issue. In this case, use the sample and data that youhave and enter into the software

Frequency Randomly throughout the day when check-in queues areknown to occur

This can be done by taking the measurements, for exampleevery 30 minutes / every hour / 2 hours / etc.

Tools Data collection sheet Queue Time Pen Stopwatch

Method An assigned member of the team should collect this data

If more than 1 queue take the longest one Time in the queue for each individual person in the queue

should be measured Maximum of 5 people should be measured always measure

the last 5 people Ignore new comers.


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Room not available

Check-in time NOT


Pre-blocked & Pre

Registered132 secs

NOT Pre-blocked &


Without Errors

222 secs

With Errors

228 secs

Check-in time when


2% 98%

Yes No

PB & PR?

96% 4%

Yes No

WithoutError?

83% 17%

Yes No

No Queue?

96% 4%

Yes No

RoomAvailable?


Check-in time


280 secs

Check-in time when


Check-in time when


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Room Not Available Collection Guidelines

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Period / sample size Minimum 2 weeks (including weekends) or Minimum 30 measurements Business as usual If the sample of30 is not achieved after3 weeks, unlikely to

be a big issue. In this case, use the sample and data that youhave and enter into the software

Frequency 100 % of all rooms that are not initially available and wherethe guest has to wait for the room

Tools Data collection sheet Waiting time when Room Not Available Sheet Pen Stopwatch

Method An assigned member of the team should collect this data

Time should be measured (24 hr clock) from the moment theguest is told that the room is not ready to the time that theroom is available (not the time that the guest collects the key).


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Data Input

INPUT.28


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Data Collection for Check-in Data Tree

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View Improvement Items & Action Plans

Penalty

2

NOT Pre-Blocked & Pre

Registered

90

Action Plan

Summary

1

NOTOptimum Check-in

Process Design

132

Action Plan

Summary

Penalty

3

Room

NOT Available

52

Additional Tools

Action Plan

Summary

Penalty

4

Queuing

10

Additional Tools

Action Plan

Summary

Penalty

5

Errors

2

Action Plan

Summary

Penalty

Overall Total Check-in Time = 286 seconds

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Action Plans

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Confirmation Data Collection

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After your renovation efforts and solutions have been implemented, these

need to be validated to ensure that they produce the required results.

Follow same guidelines as for initial data collection (with one

exception)

Use the same data collection time periods as used foryour initial

data collection

Strongly recommend you do confirmation analysis with the same

sample size as your initial data collection, BUT never less than 300

Similar conditions as in initial data collection period, e.g. similar

business patterns, etc.


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Next Steps...

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Implementation Plan

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