Pearson New International Edition International pcl tp indd 1

Establishing Quality Processes that Yield Exemplary 
Guest Service
Figure 3 provides an overview of the impact that guest needs and desires should have
on the revision of a work process and on the measurement of the improved guest sat-
isfaction levels that result. The figure considers the process of guest registration. It
addresses the concerns that all guests desire fast and efficient check-in to reduce wait-
ing time and that they want no defects (errors) during the process.
FRONT OFFICE AND THE GUESTS: PLANNING FOR QUALITY SERVICE
96

---

Designing Work Processes
Let’s look at Figure 3. Assume that an informal process evaluation (cursory review 
of results of some guest surveys, observations by the FOM and his or her team, and
conversations with guests) have suggested that improvements in the registration
process can be helpful.
•
The existing guest registration process is formally analyzed to help answer this
question: What process can be used for guest registration that will minimize
guests’ waiting time and will help to reduce errors? A cross-functional team of
hotel employees (perhaps from the front office, housekeeping, maintenance
and engineering, and accounting departments) can review input from guests
(surveys and conversations), study benchmarking information, and analyze
current registration procedures. Note that benchmarking efforts might involve
review of registration practices described in articles in trade magazine or on the
Internet, discussions with FOMs in other hotels, observations by members of
the cross-functional team as they register at other hotels, and visits to other
properties (perhaps those of the same brand).