Case study
Case one: terminal client Previous situation: one large-scale Chinese hotel in Beijing.
The building: three floors, in all 1800 square meters of business area. There are 45 tables in the first floor, and 28 passenger compartments (28 tables) in the second floor, and 25 passenger compartments (25 tables) in the third floor. There are two exits in the kitchen for taking dishes out, and 27 waiters, three foremen and one manager.
Existing problems: The service in compartments is not considerate. Usually the waiter is in one compartment while customers in other compartments also need services. The customers’ complaints are too much. The communication between the staff in the kitchen and the waiters is not efficient. Usually the waiter is urged to know about the situation of the exits for dishes. The communication among the manager and foremen and waiters is not efficient. The manager can only patrol back and forth in the hotel and some situation still will be ignored. The waiters’ work cannot be evaluated by quantification, and the boss can only manage his employees perpectually. .
Solutions: Adopt the HY-2677C mmcall wireless service calling system and HY-2677A mmcall wireless service calling system. The specific equipment list is: one HY-2611C host ( installed on the wall of the second floor), one HY-2611A host ( installed on the wall of the first floor), 98 requesters of HY-2610A, 98 stands of model 80012, 5 palm requesters of HY-2610D, 18 information machines, and one set of service monitoring software. One pager and stand for each table. One information machine for each waiter who is in charge of the passenger compartment. One palm requester for each exit for taking dishes in the kitchen, one palm requester for the information desk, and one palm transmitter for the manager office where the monitoring software is installed. Realizable functions: while the customers need services, press the requester and the waiters will know the related table number through the HY-2611A host. While the customers in the compartment of the second and third floor need services, press the requester and the waiters can know the room number by the information machine. When some dishes are finished in the kitchen, the cook presses the related table number, and the waiter will know the specific information by information machine, and when the customer pay bills, the waiter in the information desk can press the related table number by palm transmitter to inform the hostess which table is empty and then the hostess can guide the waiting guests to take meals. The manager can call the employee by the palm transmitter. And the boss can know the working situation of each waiter and can have a quantification examination for them. Results: Reduce six waiters and two foremen, and one foreman as manager.
The situation of omitting service is basically eliminated and the rate of customer complaint is reduced by 1/7. The application of service monitoring system achieves the purpose of quantification examination. The boss can still know each waiter’s working situation even when he is out. The waiters will work more actively under the supervision of monitoring system. The speed of dealing emergency is greatly improved. The manager can dispatch the waiters at any time. The function of the exit for dishes calling the waiters improves the speed of taking dishes. Analysis: The reduction of service link (the number of waiters and its related administrative people) greatly saves the cost, about 5600 yuan per month (including the salary, clothes fee and the fee for food and lodging).
And the reduction of grade brings great convenience for administration. With the declination of complaint rate and the addition of the rate of second glance, the sales amount adds 130,000yuan in the following month. And the direct income of the two items surpasses the total fee of purchasing products. In addition, other incomes include: the improvement of service quality, hotel grade and the realization of quantification examination. |
Sharon
