Week 8
assignment
Simulation Case Study: Phoenix Boutique Hotel Group
Review “Simulation Case Study: Phoenix Boutique Hotel
Group” for this topic’s case study, in which you provide guidance to Phoenix
Boutique Hotel Group (PBHG) founder Bree Bristowe.
In addition to creating a simulation model, prepare a
500-750-word recommendation for Bristowe’s best course of action. Explain your
model and the rationale for your recommendations.
Use an Excel spreadsheet file for the calculations and
explanations. Cells should contain the formulas (i.e., if a formula was used to
calculate the entry in that cell). Students are highly encouraged to use the
“Simulation Case Study: Phoenix Boutique Hotel Group Template” Excel
resource to complete this assignment.
Mac users can use StatPlus:mac LE, free of charge, from
AnalystSoft.
Prepare the assignment according to the guidelines found in
the APA Style Guide, located in the Student Success Center. An abstract is not
required.
This assignment uses a rubric. Please review the rubric
prior to beginning the assignment to become familiar with the expectations for
successful completion
You are required to submit this assignment to Turnitin.
Please refer to the directions in the Student Success Center.
Simulation Case Study:
Phoenix Boutique Hotel Group
Phoenix Boutique Hotel Group (PBHG) was founded in 2007 by
Bree Bristowe. Having worked for several luxury resorts, Bristowe decided to
pursue her dream of owning and operating a boutique hotel. Her hotel, which she
called PHX, was located in an area that included several high-end resorts and
business hotels. PHX filled a niche market for “modern travelers looking for
excellent service and contemporary design without the frills.” Since opening
PHX, Bristowe has invested, purchased, or renovated three other small hotels in
the Phoenix metropolitan area: Canyon Inn PHX, PHX B&B, and The PHX
Bungalows.
One of the customer service enhancements Bristowe has
implemented is a centralized, toll-free reservation system. Although many
customers book specific hotels online, the phone reservation system enables
PBHG to find the best reservation match at all properties. It has been an
excellent option for those customers who have preferences regarding the type of
room, amenity options, and the best price across the four hotel locations.
Currently, three agents are on staff for the 6 a.m. to 2
p.m. call shift. The time between calls during this shift is represented in
Table 1. The time to process reservation requests during this shift is in Table
2.
Table 1: Incoming Call Distribution
Time Between Calls (Minutes) Probability
1 0.13
2 0.23
3 0.27
4 0.19
5 0.15
6 0.09
Table 2: Service Time Distribution
Time to Process Customer Inquiries (Minutes) Probability
1 0.19
2 0.17
3 0.16
4 0.15
5 0.11
6 0.08
7 0.03
Bristowe wants to ensure customers are not on hold for
longer than 2 minutes. She is debating hiring additional staff for this shift
based on the available data. Additionally, Bristowe and PBHG will soon be
featured in a national travel magazine with a circulation of over a million
subscriptions. Bristowe is worried that the current operators may not be able
to handle the increase in reservations. The projected increase for call distribution
is represented in Table 3.
Table 3: Incoming Call Distribution
Time Between Calls (Minutes) Probability
1 0.26
2 0.27
3 0.24
4 0.14
5 0.11
6 0.06
Bristowe has asked for your advice in evaluating the current
phone reservation system. Create a simulation model to investigate her
concerns. Make recommendations about the reservation agents.
