Business, Management and Accounting
6 years ago

Revolutionizing Hotel Check-Ins: Say Goodbye to Waiting in Line!

International Journal of Quality & Reliability Management
Improving check-in (C/I) process: an application of the quality function deployment
Mune Moğol Sever

Paper Summary

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The goal of the study was to improve the check-in process at hotels using a tool called Quality Function Deployment (QFD). Researchers interviewed customers to understand their expectations and then created a House of Quality scheme to analyze the data. The findings showed that customers do not like waiting in line at the front desk. This research introduced a new term, "Voice of Hotel," to the hospitality industry.