Lean Hospitality

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Lean Hospitality

• Lean Industries Series

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Topics

• What is Lean?
• The Hospitality Industry
• Introduction to Lean Hospitality
• Applying Lean to Hospitality
• Benefits of Lean Hospitality
• A Lean Marriot Case Study
• Summary

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What is Lean Thinking?
Value
Value Stream
Empowered People
Flow Pull
Perfection
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The Hospitality Industry

• The hospitality industry consists of companies
  within the food services, accommodations,
  recreation and entertainment sectors
• The hospitality industry is a several billion
  dollar industry that mostly depends on the
  availability of leisure time and disposable
  income
• A hospitality unit such as a restaurant or hotel
  consists of multiple groups such as
• Facility maintenance
• Direct operations
• Management
• Marketing
• Human resources

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Applying Lean to Hospitality

• Lean transformation includes the development and
  generation of the service within the hospitality
  industry itself, its delivery and management
  throughout the entire life cycle
• Focus is given to the transactional process,
  operating system, skill and behaviors to sustain
  the gains
• The lean process should be designed end-to-end,
  to create value from the customers perspective
  and keep information and material flowing rapidly
  through the system without interruption and
  backflow

The Technical Aspect is just 20
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Benefits of Lean Retail

• Rebuild every work process from the customers
  perspective to save labor costs and fund
  improvements in customer service
• Make upstream improvements and eliminates or
  simplifies tasks that are invisible to customers
• Strengthens standard benchmarking approaches with
  rigorous performance management tools to compare
  operating and financial metrics and achieve
  performance improvements

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A Lean Marriott

• As a result of applying lean to its operations,
  in less than one year the hotels service score
  rose 10 points to 87 and went from the bottom
  half to the top 10 percent in its peer group
• The improved operations not only positively
  impacts hotel guests, but it also impacts the
  hotels bottom line through repeat customer stays

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Summary

• Change must be seen as a work process, as a value
  stream of work that moves a business organization
  from a wasteful operating system to a more lean
  effective one
• Waste must be eliminated from the change process