Improve Cleaning Process for Smoking Rooms
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Define Project Definition
Business Case A metropolitan hotel has 838 guest rooms, of which 79 are designated smoking
rooms. This represents 9.4% of the total room inventory. The number of designated smoking rooms has decreased over the last four years from 148 rooms to the current level due to room type changes based on historical need. Room Attendants assigned to clean more than 7 smoking rooms per shift are assigned one less room than their counterparts in non-smoking rooms, but there are otherwise no specialized tools, products or processes for cleaning smoking rooms. exact same manner as a non-smoking room. Although the number of Smoking rooms has declined by 46% in the past four years, there are still instances in which guests requesting a non-Smoking room are placed in Smoking rooms due to an oversell situation in non-Smoking. These guests typically register complaints with the Front Desk regarding the odor in the room. We also receive occasional complaints about non-smoking rooms smelling like smoke. In addition, even guests that smoke at times complain about the odor in their smoking room. All of these situations are considered Defects and cost the hotel a compensation to the guest. There were 41 room odor defects and 2 hallway odor defects reported to the Front Desk for the period December 1, through February 28, which cost the hotel $1384. engineers. A new process for cleaning smoking rooms, and non-smoking rooms that have been smoked in should be identified through this project. We will also determine if our inventory of non-smoking rooms is optimal.
Problem/Opportunity Statement Designated smoking rooms are currently cleaned in the
Scope This project will potentially involve the entire housekeeping team, and maintenance
Define Project Definition
Goal Statement: The primary goal of this project is to reduce the number of guest
complaints about smoke/odor, focusing on guests staying in designated smoking rooms. We expect to realize a 25% reduction in our Service Promise compensation for odor in rooms, saving the hotel approximately $1,384 annually. Creating a new process for cleaning rooms that have been smoked in will also improve Cleanliness GSI scores and will be viewed favorably by the room attendants.
Key Assumptions: 1. Guests will have a higher level of satisfaction if the rooms do
not have a smoke odor. 2. Room attendant attitude toward cleaning smoking rooms will improve if a process is developed to reduce/eliminate the smell of smoke in the rooms.
Risks: 1. The new process may be labor intensive and reduce productivity in these areas.
2. Additional cleaning products may be needed, adding costs to the room cleaning process.
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Define Impact vs. Effort
Impact vs. Effort Scoring (High = 5, Medium = 3, Low = 1) Impact:
Rev. Growth Cost Reduction GSI Improvement ASI Improvement 0 1 1 1
Effort:
- Personnel Requirements 3 - Length of Project - One-time Cost - Risk of Project 1 1 1
Resources Required: Hotel Manager, Director of Rooms, Chief Engineer, Housekeeping Manager, Service Promise Agent, Room Attendant
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Define - SIPOC
Improving Smoking Rooms Cleaning SIPOC Diagram
Supplier(s)
Gue st; Hotel room inventory
Inputs
Decision to sta y in a hotel; Room availability
Process
Make Reservation
Outputs
Confirm ation #; Special requests
Customer(s)
Gue st; Front Office; HSKP ; Reservations; DORM;
Gue st; DOR M; Housekeeping; Reservations; Front Office
Arrival at hotel; confirm ation #; vacant clean room ; pre-blocking of room s
Check-In
Room Assignme nt; Occupa ncy; Gue st Satisfac tion; Change in hotel room s inventory
GM/Hotel; Gue st; Front Office; Future gue sts
Gue st
Occupied room
Check-Out
Rooms Revenue ; Vacant, dir ty room (occ dirty in stayover room s); Guest Satisfac tion; Service Promise Invocation
Housekeeping; GM/Hotel
Housekeeping; Gue st; Galaxy 1/23/03
VD or OD room
Clean Room
VC or OC room; change in r oom inventory; Assoc iate Satisfac tion
Front office; New gue st or stayove r gue st
*Ke y process steps are shown in BOLD text
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Define External Customer*
Requirements
CUSTOMER* COMMENT
Our room is nice and clean, but I can smell smoke. Please do something to remove the smell. My bedspread stinks. Please change it with a new one. The smell in this room is too strong. The hallway too, smells too smoky.
IMAGE OR ISSUE
Smoke odor in room
REQUIREMENT
Odor-Free room
Smoke odor in bedspread
Odor-Free soft goods in room
Smoke odor in room and hallway
Odor-Free room Odor-Free hallway
*Note: Customer is Guest on a smoking floor who is a self-identified smoker - from Service Promise interactions
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Define External Customer*
Requirements
CUSTOMER COMMENT IMAGE OR ISSUE REQUIREMENT
Odor-Free room
We need our room cleaned right Smoke odor in room away. Please use something to remove the smelly smoke in our room. (730) I was going out and when I opened the door, I smelled tobacco. Its horrible. (3024; floor is 1/2 smoking; 1/2 nonsmoking) Smoke odor in hallway
Odor-Free hallway
When we made our reservations Smoke odor in designated nonwe made it clear that we wanted smoking room to be in a non-smoking room. This room smells of cigarettes. (2923)
Odor-Free room Guest perception that room type requests are honored
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*Note: Customer is Guest who is a self-identified non-smoker in a nonsmoking room - from Service Promise interactions
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Define Internal Customer* Requirements
CUSTOMER* COMMENT
Smoking Rooms take longer to clean because they are messier, and we have to call for ozone/natures mist Suppliers on smoking floors should have lots of supplies like blankets, bedspreads, shower liners and curtains I dont like cleaning smoking rooms because they smell bad
IMAGE OR ISSUE
Time allotment to clean smoking rooms; no current process for smoking room cleaning
REQUIREMENT
Need adequate time and clear process to address the specialized needs of cleaning a smoking room Adequate soft good supplies
Smoking rooms require more frequent changing of soft goods
Odor in smoking rooms
Odor-free smoking rooms
*Note: Customer is Housekeeping Room Attendants
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Define Process Mapping
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Define Process Mapping
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Define Process Mapping
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Measure Data Collection Plan Reservations
DATA COLLECTION PLAN WORKSHEET for Reservation Process
Clarify Data Collection Goals
Type Measure %
Develop Operational Definitions and Procedures Operational Definition Sampling
What # of designated smoking rooms divided by the total number of rooms How Calling local hotels Collection Recording Comparative Gathering Hotel Smoking room type 1/31-2/10 Room Data information Spreadsheet What When Reservation Data Spreadsheet
Measure % of smoking room inventory local hotels; # of times there is no res. Due to lack of room type availability - SM/NS
Type Data Discrete?
Other Condtio ns
Count
In-house All # of no-sell, due to lack of inventory availability - nonDiscrete reservation incoming smoking; smoking s tracking calls
2/5-2/10
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Measure Data Collection Plan - Check-In
DATA COLLECTION PLAN W ORKSHEET for Check-in Process
Clarify Data Collection Goals
Type Meas ure Other Collection Condtio Type Data Recording ns What How What When Final Data 1/22-1/28; All Compilation 2/2All occupied sm oking room s with registered guest's Report smoking Discrete Spreadsheet; 2/7;2/28Special Service Code of XNS or NS rooms NS in SM Room 3/4 tab Final Data Report Compilation Fromthe RoomRate Change Report any room Discrete Run during All rooms 1/31-2/9 Spreadsheet; m ove that is described as being due to sm oke sm ell Night Audit Room Mov es tab
Develop Operational Definitions and Procedures Operational Definition Sampling
Meas ure # of nonsmokers in smoking rooms
Count
# of room mov es due to smoke smell
Count
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Measure Data Collection Plan - Room Cleaning
DATA COLLECTION PLAN W ORKSHEET for Room Cleaning Process
Clarify Data Collection Goals Operational Definition
Meas ure Smoking Rooms ozoned due to Smoke Odor Smoking Rooms Nature's Misted due to Smoke Odor # of Defects due to smoke odor Type Meas ure Type Data What How
Develop Operational Definitions and Procedures Sampling
What When Collection Recording Other Condtions
Count
Discrete
Final Data All ozone Compilation HSKP RA requests + 1/22/03Spreadsheet & Sm oking Room s receiving ozone treatment by date data RA 2/11/03 HSKP Smoking notation Rooms Data Smoking Rooms receiving Nature's Mist treatm ent by HSKP Data date All Nature's Mist requests All defects in the system 1/22/032/11/04 Final Data Compilation Spreadsheet
Count
Discrete
Count
Discrete
Using SGR Groups of Cleanliness & Check-In, with Categories of Odor & RoomAssignm ent, with Detail of Odor in Room, NS RoomSmells Like Sm oke & Smoking Pref Gtd, Sm oking Pref Req.
HSKP Report
9/1/022/17/03
Baseline Data Spreadsheet
Effectiv eness of Room Cleaning Process for Smoking Rooms
Index
Room Cleaning Blind test; 7 Measure of roomsm ell acceptability by m anagers in Effectiv eness Before and designated 2/3/2003 Continuous the hotel to room s before and after differing room Excel After smoking treatm ents Spreadsheet Treatment rooms
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Measure Performance Measures
Baseline Performance Measures
Calculation Period = December 1 to February 28
CTQ
Smoke odor-free guest rooms (from Odor in Room & Non-Smoking Guest Room Smells Like Smoke) Smoke odor-free hallway (from Cleanliness - Public Space - Odor in Room) Process for cleaning rooms that hav e been smoked in
Calculation Defects 41
Sigm a Level
Units % Defect 49663 0.083% # occ guest rooms 2610 0.077% # hallways * 90 days 1 100.00% Yield 99.917% 4.65
99.923%
4.7
0%
December-02 January-03 February-03 TOTAL
# occ rms 15,025 19,039 15,599 49,663
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Measure - Comparative Hotels
% Smoking Rooms as a Predictor of Cleanliness GSI
Room Clean G = 9.18968 - 3.34758 % of Smoking S = 0.316058 9.5 R-Sq = 12.7 % R-Sq(adj) = 7.6 %
Room Clean GSI
9.0
8.5
8.0 0.05 0.10 0.15
% of Smoking
Correlations: % of Smoking Rooms, Room Clean GSI Pearson correlation of % of Smoking Rooms and Room Clean GSI = -0.357 P-Value = 0.134
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