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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