Hotel and Resort
"Entrance to Room" Study
OTHER CASE STUDIES
During an experience evaluation for a hotel development, we conducted a study to assess the service and operation arrangements for customer arrivals. The objective of the study was to improve crowd management at the entrance lobby and more efficiently direct guests to their accommodation.
We advised the hotel to identify the arrival patterns of their guests and found that the majority of customers were flying from Hong Kong and were limited to only two flights a day during peak season. Accordingly, after considering guests’ choice of transportation to the hotel (predominantly rental or private car services), we were able to estimate customer peak arrival periods.
We suggested specific staff allocations during peak times and the introduction of an online pre-arrival check-in process in order to improve guests’ arrival experience.