Make It Happen - Make It An Awesome Check-In: Just Give Them The Key!

Make It Happen - Make It an
Awesome Check-in
Kindly sponsored by: Just give them the key!

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Make It Happen - Make It an © InterContinental Hotels Group 2005
Awesome Check-in
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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Awesome Check-in
Why do we need to improve check-in?

Awesome Check-in
The Deployment Tree
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Awesome Check-in
What is a “Queue”?
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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Awesome Check-in
Key Driver Value
“SPEED AND EFFICIENCY OF CHECK-IN”
 What is the return on your effort if you were to improve this?.
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GSTS Results
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What Processes are involved in Check-in?
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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Initial Check-in Data Tree Analysis – Pre-Blocked & Pre Registered?
Possible Opportunities
 Reduce 132 secs
 Improve 2%
 Reduce 224 secs.
222 secs
Yes No
2% 98%
PB & PR?
Pre-blocked & Pre NOT Pre-blocked &

Registered Pre Registered
132 secs 224 secs
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Initial Check-in Data Tree Analysis – Without Error?
 Reduce 132 secs
224 secs
 Improve 2%
Yes No
 Reduce 224 secs. 96% 4%
Without
Error?
Without Errors With Errors

222 secs 228 secs
Yes No
2% 98% Possible Opportunities
PB & PR?
Pre-blocked & Pre NOT Pre-blocked &  Reduce 228 secs

132 secs 224 secs  Improve 96%.
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Awesome Check-in
Initial Check-in Data Tree Analysis – No Queue?
234 secs
Yes No
83% 17%
No Queue?
Check-in time NOT Check-in time
 Reduce 132 secs including queue time including queue time
224 secs 280 secs
 Improve 2%
Yes No Possible Opportunities
Without
Error?  Reduce 280 secs
Without Errors With Errors  Improve 83%.
222 secs 228 secs
Yes No
PB & PR?

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Initial Check-in Data Tree Analysis – Room Available?
Yes No
96% Room 4%
Available?
Possible Opportunities Check-in time when Check-in time when
room available room NOT available
 Reduce 1533 secs 234 secs 1533 secs
 Improve 96%. Yes No

83% 17%
No Queue?
 Reduce 132 secs including queue time including queue time
224 secs 280 secs
 Improve 2%
Yes No Possible Opportunities
Without
Error?  Reduce 280 secs
222 secs 228 secs
Yes No
PB & PR?

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Awesome Check-in
Initial Check-in Data Tree Analysis Overall Total Time 286 secs
Your achieved overall

Yes No
check-in time is 286 seconds 96% Room 4%
Available?
Possible Opportunities Check-in time when Check-in time when
 Improve 96%. Yes No

83% 17%
No Queue?
Possible Opportunities Check-in time NOT Check-in time

including queue time including queue time
 Improve 2% Yes No Possible Opportunities

96% Without 4%
 Reduce 224 secs. Error?  Reduce 280 secs
222 secs 228 secs
Yes No
PB & PR?

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Awesome Check-in
Summary of Penalties
 PB / PR 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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Awesome Check-in
Why is this information useful?
 Understanding this helps us to prioritise & focus our improvement

opportunities and actions
 Each area of priority will have it’s own set of root causes, therefore
 Each root cause will have its own set of possible solutions
This toolkit and its software will provide you with everything you need to collect
your data, analyse it, prioritise, implement action, confirm validity, and maintain
improvements.
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Awesome Check-in
What will the software do?
 Provide you with all check-sheets and guidelines to help you collect the
information for your 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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Awesome Check-in
Confirmation Check-in Data Tree Analysis Overall Total Time 64 secs (286 secs)
(Results from the initial Check-in Data Tree are displayed
in grey & brackets) Yes No
(96%) 97% Room 3% (4%)
Available?
Check-in time when Check-in time when
(234 secs) 51 secs 555 secs
(1533 secs)
Yes No
(83%) 99% 1% (17%)
No Queue?

(280 secs)
Yes No
(96%) 99% Without 1% (4%)
Error?

No (228 secs)
Yes
(2%) 99% 1% (98%) Your achieved overall
PB & PR?
check-in time is 64 seconds
48 secs (132 secs) 78 secs (224 secs)
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Maintaining your improvements
 Gains will disappear if not maintained
 Each gain needs to be supported...
...FOREVER!.
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Awesome Check-in
Overall Total Time 286 secs
Main Data Collection Yes No
96% Room 4%
Available?
234 secs 1533 secs
Yes No
83% 17%
No Queue?

224 secs 280 secs
Yes No
96% Without 4%
Error?

222 secs 228 secs
Yes No
2% 98%
PB & PR?

132 secs 224 secs
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Main Data Collection Guidelines
For the purposes of your main data collection, Check-in is defined as regular check-in
with reservation, not walk-ins, group check-in, club lounge check-in.
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 ends
when 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
Enter your data every day.

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Awesome Check-in
Queue Time Collection Yes No
96% Room 4%
Available?
234 secs 1533 secs
Yes No
83% 17%
No Queue?

224 secs 280 secs
Yes No
96% Without 4%
Error?

222 secs 228 secs
Yes No
2% 98%
PB & PR?

132 secs 224 secs
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Queue Time Collection Guidelines
• Minimum 30 measurements
• If the sample of 30 is not achieved after 3 weeks, unlikely to
be a big issue. In this case, use the sample and data that you
have and enter into the software
Frequency • Randomly throughout the day when check-in queues are
known to occur
• This can be done by taking the measurements, for example
every 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 Yes No
96% Room 4%
Available?
234 secs 1533 secs
Yes No
83% 17%
No Queue?

224 secs 280 secs
Yes No
96% Without 4%
Error?

222 secs 228 secs
Yes No
2% 98%
PB & PR?

132 secs 224 secs
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Room Not Available Collection Guidelines
• Minimum 30 measurements
• If the sample of 30 is not achieved after 3 weeks, unlikely to
be a big issue. In this case, use the sample and data that you
have and enter into the software
Frequency • 100 % of all rooms that are not initially available and where
the 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 the
guest is told that the room is not ready to the time that the
room is available (not the time that the guest collects the
key).
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Data Input
INPUT.
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Data Collection for Check-in Data Tree
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Overall Total Check-in Time = 286 seconds
View Improvement Items & Action Plans
1 2 3 4 5
NOT NOT Pre-

Optimum Check-in Blocked & Pre Room
Queuing Errors
Process Design Registered NOT Available
Penalty Penalty Penalty Penalty Penalty

132 90 52 10 2
Summary Summary Summary Summary Summary
Action Plan Action Plan Action Plan Action Plan Action Plan
Additional Tools Additional Tools
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Action Plans
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Confirmation Data Collection
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 for your 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

Awesome Check-in

Make It Happen - Make It An Awesome Check-In: Just Give Them The Key!

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Make It Happen - Make It An Awesome Check-In: Just Give Them The Key!

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Copyright:

Verfügbare Formate

Make It Happen - Make It an

Kindly sponsored by: Just give them the key!

 Why improve? – The Business Case

 What are the check-in processes?

 What data collection is required?

 Data collection – specifics

 Data input – specifics

 Your I Arrive Toolkit & Software

Make It Happen - Make It an © InterContinental Hotels Group 2005

 When you observe Guests at your Front Desk, how many

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

“SPEED AND EFFICIENCY OF CHECK-IN”

 What is the return on your effort if you were to improve this?.

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

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

therefore we need DATA.

Pre-blocked & Pre NOT Pre-blocked &

Without Errors With Errors

Pre-blocked & Pre NOT Pre-blocked &  Reduce 228 secs

Pre-blocked & Pre NOT Pre-blocked &  Reduce 228 secs

 Improve 96%. Yes No

Pre-blocked & Pre NOT Pre-blocked &  Reduce 228 secs

Your achieved overall

 Improve 96%. Yes No

Possible Opportunities Check-in time NOT Check-in time

 Improve 2% Yes No Possible Opportunities

Pre-blocked & Pre NOT Pre-blocked &  Reduce 228 secs

 PB / PR 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).

 Understanding this helps us to prioritise & focus our improvement

 Allows you to input your data after collection

 Prioritises your opportunities for improvement

 Produces Action Plans according to your priorities

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

Check-in time NOT Check-in time

Without Errors With Errors

 Gains will disappear if not maintained

 Each gain needs to be supported...

Check-in time NOT Check-in time

Without Errors With Errors

Pre-blocked & Pre NOT Pre-blocked &

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

Tools • Main data collection sheet

Method • 1 sheet per each individual check-in

Enter your data every day.

Check-in time NOT Check-in time

Without Errors With Errors

Pre-blocked & Pre NOT Pre-blocked &

Method • An assigned member of the team should collect this data

Check-in time NOT Check-in time

Without Errors With Errors

Pre-blocked & Pre NOT Pre-blocked &

View Improvement Items & Action Plans

NOT NOT Pre-

Penalty Penalty Penalty Penalty Penalty

Summary Summary Summary Summary Summary

Additional Tools Additional Tools

 Follow same guidelines as for initial data collection (with one

 Strongly recommend you do confirmation analysis with the same