To a large extent hotel and catering outlets operate under processes. These processes involve people, equipment and services. There are certain critical processes that can be easily identified and defined e.g. the reservation process, the booking process, the housekeeping process, customer relationship management etc. These processes have remained largely static in their form and function over time with technology being introduced, mostly on an ad-hoc basis, to enhance and improve these processes. The question as to whether they add “value” and “save costs” remains unanswered.
Nonetheless hospitality firms are continuously fighting for improvements in productivity, service quality and profitability. One of the defining drivers of the hospitality industry which makes process re-engineering more challenging is the considerable difficulty in accurately tracking / mapping / measuring and assessing these processes in order to optimise their execution and delivery. Hospitality firms want to be able to respond quickly to changing customer demand and services requested and therefore accurate mapping of goods, services and personnel within the sector should have a positive impact on productivity, service quality and, ultimately, on profitability.
IHE will map and document your operating procedures for certain tasks. Service maps are developed in order to better understand the service system, help identify failure points to then develop procedures to avoid them, and for work simplification in order to improve the efficiency of processes. Service mapping could become a very time consuming activity, if not done properly, due to the need of observing the system to gather the necessary accurate data through time. The challenge is then to optimise the process (and therefore save costs, improve processes, enhance customer satisfaction).