Recommendations

Based on our analysis of the Sheraton Hotel, our team has come to the conclusion that two information systems could be improved in order to run more successfully and create a better atmosphere for not only customers, but staff as well.

The Dilemma:

The Sheraton is known for being a high-class hotel with quality customer service. However, lately this hotel has run into several predicaments when it comes to communication between housekeeping and the front desk. In order to run a successful business, communication is key. At first, it may seem that everything is running smoothly, but with further inspection you’ll realize the problems that are occurring between these two branches. First, you come across the problem that most of the housekeeping staff are interns; not professional housekeepers. In addition, these interns have been told that whenever they finish a certain amount of rooms, they may leave for the day. Thus, if you can clean 25 rooms in 2 hours, then you can go home. Furthermore, the housekeepers aren’t updating the front desk with which rooms need to be cleaned, which are unavailable, or are ready to be occupied.

The Proposal:

In pursuance of providing a solution to these troubles, we have come up with the following proposals. The first step would be to hire union housekeepers. Making sure, they are qualified and experienced enough to complete the tasks they will be receiving. Next, we decided that it would be clever if we incorporated “smart carts” into our hotel. Also, we would like to add tablets into each hotel room. Lastly, creating an Sheraton Hotel App will help improve our business as well.

The Outlook:

By taking these necessary steps, we can see a bright future for our hotel. The experienced and very dedicated housekeeping staff will provide mind-blowing rooms that will leave any customer looking forward to their next return. They will also be able to offer miraculous customer service by being connected through the smart cart and the tablet in the rooms. A customer will be able to simply select what they need and a nearby smart cart will receive the alert. Not only will they be able to deliver customers any requests they might need, but they will also be able to keep front desk updated about each room with their smart carts. On there, they will follow a chart and check off each task completed for each room. The front desk will know exactly which rooms are available and ready. The app that can be downloaded on your phone will create a faster and easier check-in/check-out. You can register and have all your information ready before you get to the hotel in order to maximize your time spend there. Once you arrive at the hotel, a sku will be scanned from your phone and all your information will be automatically received at the front desk.

The Dilemma:

The Sheraton heavily relies on its information system. The old fashion hotel ways are gone. Everything is online now. Therefore, this system is one that cannot fail. The Sheraton has the problem that from 2am to 3am, the systems go down. So the front desk is back to doing things the old fashion way by using a paper system. However, they don’t do it; causing them to double book rooms. This can be a huge problem because the hotel will lose money since it’s their mistake, not the customers. Sometimes customers can even get away with staying for free when they double-book rooms.

The Proposal:

In the interest of finding a solution for this problem, as a group we have decided that the best solution would be for the system not to go down at all. If it would automatically update as it goes, it wouldn’t have to be done at 2 a.m.  An hour may not seem long but for a hotel in the busy Times Square, an hour can be an eternity. Another solution would be a backup system on the tablet. This way when the system comes back up again, you can update it, and it won't be as much of a hassle as having to do it on paper. The tablet and computer system could automatically connect at 3 a.m. Lastly, we decided that even if the system is accessible instead of it being completely shut off, it would be easier for the front desk to put in the information and then at 3 a.m. the information will be saved.

The Outlook:

Whether you go with either one of those solutions, it will provide a better and smoother transition during 2am – 3am. Making the business more successful. Time is money. As a business you always need to be on top of things and have a backup plan. By not being in this “loop” at this time, you’ll be saving money and even creating a better reputation for the hotel. You don’t want to be known as the hotel that double books rooms all the time. People could start taking advantage of this situation. Additionally, you also need to make sure that front desk does what they’re suppose to be doing and create consequences in case they decide not to.  Whether they use a backup system or on paper, the staff needs to complete their task by keeping it all updated. Their tasks could be made easier with the help of information systems, but that doesn’t mean they shouldn’t put effort into accomplishing their responsibilities. 


Below we have provided a picture of the new cart that we have recommended