THE CARMEL HOTEL & CASINO Susan Klein, manager of the Carmel Hotel & Casino, a busy hotel/casino located just off the Las Vegas strip has requested your assistance on a queuing issue to improve the guest service at the hotel lobby. Susan Klein is considering how to restructure the front desk to reach an optimal level of staff efficiency and guest service. Observation of arrivals during the peak check-in time of 5:00PM to 7:00PM shows that an average of 50 guests arrive each hour. It takes an average of 5 minutes for the front-desk clerk to register each guest. Ms. Klein is considering plans for improving guest service by reducing the length of time that guests spend waiting in line.

PLAN I. (CURRENT PLAN): At present, the hotel has five clerks on duty, each with a separate waiting line.

PLAN II. The first proposal would designate one employee as a quick-service clerk for guests registering under corporate accounts, a market segment that fills about 30% of all occupied rooms. Because corporate guests are pre-registered, the registration takes an average of just 3 minutes. With these guests separated from the rest of the clientele, the average time for registering a typical guest would climb to 6 minutes. Under this plan non-corporate guests would choose any of the remaining four lines.

PLAN III. The second plan is to implement a single-line system. All guests could form a single waiting line to be served by whichever of five clerks became available. (The only difference between Plan I (the current scenario) and this proposed Plan III is the line formation - currently it is set up with five separate lines one in front of each of the clerks, this plan III proposes a single line that wraps around with a corral and the next guest will go to the next available clerk). This option would require sufficient lobby space for what could be a substantial queue.

PLAN IV. The use of a self-service kiosk for check-ins is the basis for the fourth proposal. This kiosk could process guests in exactly 4 minutes. Since check-ins are automated the service time would be a constant 4 minutes. Because initial use of this technology is minimal, Susan estimates that 20% of customers, primarily frequent guests, would be willing to use this machine - hopefully this percent will increase in the future. Susan would set-up a single queue for customers who prefer human check-in clerks (the remaining 80% of the customers). This line would be served by only four clerks, because of the space requirement for the self-serve kiosk and the extra expense of the technology.

PLAN V. Please provide your suggestion for a "better" queuing system. Be sure to compare your performance measures to the other plans. Your ideajQuery22406101325264591697_1565839941048????

INSTRUCTIONS: a one to two page Executive Summary which should include the following sections:

***I need help creating a Queuing chart for the following-

c. (40 points) Findings and Conclusions i. Determine the average amount of time that a guest spends checking-in under each of the stated options and compare to existing set-up. HINT: for Plans with multiple "systems" (eg. 30% corporate customers, 70% regular customers) calculate a weighted average time for that plan so you can easily compare performance measures to the other plans. ii. Compare the various plans using relevant performance measures (time spent waiting in line / in system, number of guests waiting in line / in system, probability that a customer will need to wait to be served, etc.). You should include a summary table of for the performance measures for each plan.