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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 &
Pre Registered224 secs
2% 98%
Yes No
PB & PR?
With Errors
228 secs
96% 4%
Yes No
WithoutError?
224 secs
Without Errors
222 secs
Possible Opportunities
Reduce 132 secs
Improve 2%
Reduce 224 secs.
Possible Opportunities
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 &
Pre Registered224 secs
2% 98%
Yes No
PB & PR?
With Errors
228 secs
96% 4%
Yes No
WithoutError?
Without Errors
222 secs
Possible Opportunities
Reduce 132 secs
Improve 2%
Reduce 224 secs.
Possible Opportunities
Reduce 228 secs
Improve 96%.
Possible Opportunities
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 &
Pre Registered224 secs
2% 98%
Yes No
PB & PR?
With Errors
228 secs
96% 4%
Yes No
WithoutError?
Without Errors
222 secs
Possible Opportunities
Reduce 132 secs
Improve 2%
Reduce 224 secs.
Possible Opportunities
Reduce 228 secs
Improve 96%.
Check-in time NOT
including queue time224 secs
Check-in time
including queue time
280 secs
83% 17%
Yes No
No Queue?
Possible Opportunities
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?
Possible Opportunities
Reduce 1533 secs
Improve 96%.
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Initial Check-in Data Tree Analysis
Possible Opportunities
Reduce 132 secs
Improve 2%
Reduce 224 secs.
Possible Opportunities
Reduce 228 secs
Improve 96%.
Possible Opportunities
Reduce 280 secs
Improve 83%.
Possible Opportunities
Reduce 1533 secs
Improve 96%.
Pre-blocked & Pre
Registered132 secs
NOT Pre-blocked &
Pre Registered224 secs
2% 98%
Yes No
PB & PR?
Without Errors
222 secs
With Errors
228 secs
96% 4%
Yes No
WithoutError?
Check-in time NOT
including queue time224 secs
Check-in time
including queue time
280 secs
83% 17%
Yes No
No Queue?
Check-in time when
room available234 secs
Check-in time when
room NOT available1533 secs
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 &
Pre Registered78 secs
99% 1%
Without Errors
49
secs
With Errors
53 secs
99% 1%
Check-in time NOT
including queue time50 secs
Check-in time
including queue time
81 secs
99% 1%
Check-in time when
room available51 secs
Check-in time when
room NOT available555 secs
97% 3%
Overall Total Time 64 secs
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
including queue time
280 secs
83% 17%
Yes No
No Queue?
Check-in time when
room NOT available1533 secs
96% 4%
Yes No
RoomAvailable?
Overall Total Time 286 secs
Check-in time NOT
including queue time224 secs
Pre-blocked & Pre
Registered132 secs
NOT Pre-blocked &
Pre Registered224 secs
Without Errors
222 secs
With Errors
228 secs
Check-in time when
room available234 secs
Main Data Collection
Pre-blocked & Pre
Registered132 secs
NOT Pre-blocked &
Pre Registered224 secs
Without Errors
222 secs
With Errors
228 secs
Check-in time NOT
including queue time224 secs
Check-in time when
room available234 secs
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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
including queue time224 secs
Pre-blocked & Pre
Registered132 secs
NOT Pre-blocked &
Pre Registered224 secs
Without Errors
222 secs
With Errors
228 secs
Check-in time when
room available234 secs
2% 98%
Yes No
PB & PR?
96% 4%
Yes No
WithoutError?
83% 17%
Yes No
No Queue?
Check-in time when
room NOT available1533 secs
96% 4%
Yes No
RoomAvailable?
Overall Total Time 286 secs
Check-in time
including queue time
280 secs
Check-in time
including queue time280 secs
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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
including queue time224 secs
Pre-blocked & Pre
Registered132 secs
NOT Pre-blocked &
Pre Registered224 secs
Without Errors
222 secs
With Errors
228 secs
Check-in time when
room available234 secs
2% 98%
Yes No
PB & PR?
96% 4%
Yes No
WithoutError?
83% 17%
Yes No
No Queue?
96% 4%
Yes No
RoomAvailable?
Overall Total Time 286 secs
Check-in time
including queue time
280 secs
Check-in time when
room NOT available1533 secs
Check-in time when
room NOT available1533 secs
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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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...and finally