Donna Shader, manager of the Winter Park Hotel, is considering restructuring the front desk to reach an optimum level of staff efficiency and guest service. At present, the hotel has three clerks on duty, each with a separate waiting line, during the peak check-in time of 3:00 P.M. to 5:00 P.M. Observation of inter-arrival time during this time show that an average inter-arrival time is 2 minute (although there is no upward limit on the number that could arrive at any given time). An average of 12 customers can be served per hour for the front-desk clerk to register each guest. Assuming that inter-arrival times and service times are exponential. Ms. Shader is considering a new plan for improving quest service by reducing the length of time the quest spends waiting in line. The new plan is to implement a single-line system. All guests could form a single waiting line to be served by whichever of three clerks became available. This option would require sufficient lobby space for what could be a substantial queue. The clerk is paid $20 per hour, but because of lost goodwill and sales, Winter Park Hotel's losses about $ 10 per hour of customer time spent waiting for the clerk to register each guest. Discussion Questions (Calculate down to three decimal points) Problem 1: Determine P, and the average amount of time (W: Minutes) that a guest spends checking in. (a: 3 points, b: 5 points) a) Current Plan: Po = W= b) New Plan: Po = W= Problem 2: What is the total cost? (a: 3 points, b: 5 points) a) Current Plan b) New Plan Problem 3: What is your recommendation? (2 points) Donna Shader, manager of the Winter Park Hotel, is considering restructuring the front desk to reach an optimum level of staff efficiency and guest service. At present, the hotel has three clerks on duty, each with a separate waiting line, during the peak check-in time of 3:00 P.M. to 5:00 P.M. Observation of inter-arrival time during this time show that an average inter-arrival time is 2 minute (although there is no upward limit on the number that could arrive at any given time). An average of 12 customers can be served per hour for the front-desk clerk to register each guest. Assuming that inter-arrival times and service times are exponential. Ms. Shader is considering a new plan for improving quest service by reducing the length of time the quest spends waiting in line. The new plan is to implement a single-line system. All guests could form a single waiting line to be served by whichever of three clerks became available. This option would require sufficient lobby space for what could be a substantial queue. The clerk is paid $20 per hour, but because of lost goodwill and sales, Winter Park Hotel's losses about $ 10 per hour of customer time spent waiting for the clerk to register each guest. Discussion Questions (Calculate down to three decimal points) Problem 1: Determine P, and the average amount of time (W: Minutes) that a guest spends checking in. (a: 3 points, b: 5 points) a) Current Plan: Po = W= b) New Plan: Po = W= Problem 2: What is the total cost? (a: 3 points, b: 5 points) a) Current Plan b) New Plan Problem 3: What is your recommendation? (2 points)
