Saurabh Jaggi, Senior Manager Quality and leads the six sigma initiative at Prudential Process Management Services, shares some interesting insights on how to use Six Sigma in the hospitality industry.
I agree with him when he says that the hospitality industry can benefit a lot from Six Sigma, especially that in every operating hour, hotel personnel are in touch with the customers and building meaningful relationships with them.
Saurabh shares the following:
Some of the areas/ processes where this approach may add value.
Hotel-wide
- Enhance Customer Loyalty
- Reduce Employee attrition
- Productivity/Efficiency Improvement
- Improve Work-life balance
- Reduce Billing errors/losses
- Developing better performance measures/ metrics
- Increase Revenue
- Reduce Cost
- Capture ‘Voice of Customer’ data
Front Office Operations/ Sales & Marketing
- Reduce wait time during peak check-in time
- Reduce wait time during peak check-out time
- Eliminate billing errors and improve accuracy
- Reduce No shows
- Increase Occupancy
- Optimal utilisation of the current product mix (rooms) to increase revenue
- Increase customer delight at the Executive Club
- Reduce/eliminate loss calls (Operators area)
- Accuracy of information
Food and Beverage Service / Production
- To maintain optimal inventory
- Minimise wastage/pilferage
- Standardised output of Food and Beverage
- Reduce the time from order to service
- Optimal utilisation of current product mix (F&B/Outlets) to increase revenue
Accommodation Operation (Housekeeping)
- Reduce the turnaround time of making/turning down a room
- Standardisation of cleanliness across areas
Purchase/Stores
- Reduce Inventory surplus
- Cost Benefit Analysis between cost of inventory and cost of storage of products where prices vary seasonally
- Standardise the operating procedure of issuance to various departments
- Reduce the turnaround time of issuance to various departments
Human Resources/ Personnel
- Accuracy of payroll
- Documentation management
- Reduce the turnaround time of recruitment
- Reduce the turnaround time of relieving
- Increase the employee satisfaction rate
Source:
Express Hospitality
*Photo from CottonBay of Starwood Hotels and Resorts
