Business Process Flow Analysis I

Assignment $2$ Makeup $$ Business Process Flow Diagram

Scenario The Evanstonian Room Order Process

The Evanstonian is a boutique hotel located in Vancouver that caters to both business and leisure

travellers. The hotel has $45$ rooms and the owners are proud that they can provide a bespoke service

to their clients. This concern for high$-$quality encourages repeat stays and they have a good number

of guests who return time over time.

Currently room service is available from $7$am to $7$pm and the new Hotel Manager, Avril St$.$Jean, would

like to extend the service to $24$ hours a day. Jeanne knows that they will need to invest in automated

tools to streamline the order process and has hired Joseph Singh to document the current process

before meeting with the hotel owners next month.

Here is the current process:

Menus are placed in each room that have the list of beverages and light meals that can be ordered.

Custom orders, while not advertised on the menu, are also available. When a guest calls for room

service at the Evanstonian, the Room Service manager takes down the order using the online ordering

system tied to the hotel$$s reservation booking system. This will ensure that the meal is charged

appropriately.

The order is documented in the Room Service Order Ticket. Here is an example of a Room Service

Order Ticket as it appears on the online ordering system:

The Evanstonian $$ A $*$Boutique$*$ Hotel in the Heart of Gastown

Client$*$:

Room Number$*$:

Room Service Order Ticket Number$*$:

Quantity$*$ Meal $/$ Beverage Item Number$*$ Comment $/$ Special Request

$2$ Coffee EV$-05$ No Cream, Milk or Sugar

required

$1$ Deluxe Burger & Fries EV$-$M$02$ Ketchup only

$1$ House Red Wine EV$-16$ Check if large carafe is

available

$1$ Caesar Salad with

Chicken

EV$-11$ No croutons

$*$Mandatory

When the order is submitted on the online ordering system, it is sent to the Front Desk so that the

appropriate charges can be made to the client$$s room account.

The Room Service Manager will review the order and separate food items from beverages and assign a

waiter to complete the order. He$/$She will follow$-$up with the Kitchen and the Hotel Bar to gather the

food items from the order, add tableware $($napkins$,$ silverware$),$ pick up any beverages at the Hotel

Bar and handle the delivery.

Food items are sent to the Kitchen for the chef$($s$)$ to begin the food preparation. If the food item is

not available, a call is made to the guest to order another item. If there is no other suitable item, the

food item is cancelled from the order. When an order or order item is cancelled, the Front Desk is

notified so that the client$$s account can be adjusted. When the food item$($s$)$ are ready for pickup, the

chef will update the Room Service Manager.

Beverages are sent to the Hotel Bar for fulfillment by the bartender or the sommelier $($wine waiter$)$

depending upon the type of beverage ordered. If a beverage is ordered that is not in stock, for

example a specific bottle of wine, the bartender will contact the guest to discuss a substitution and

update the room service order appropriately. When the beverage order is completed, the Room

Service Manager is notified $($including any substitutions$).$ The Room Service Manager will notify the

waiter to pick up the beverage$($s$).$ Now the order can be delivered to the guest.

Once the delivery is made, the waiter will update the online order system to indicate that the order

has been fulfilled. If the client did not charge the amount to their room, he$/$she will note this on the

online order system so that the amount is added to the hotel bill, paid upon checkout.

This will end the process for ordering Room Service.