Description
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. 2-3 references needed
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.
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)
1
2
3
4
5
6
Probability
0.13
0.23
0.27
0.19
0.15
0.09
Table 2: Service Time Distribution
Time to Process Customer Inquiries
(Minutes)
1
2
3
4
5
6
7
Probability
0.19
0.17
0.16
0.15
0.11
0.08
0.03
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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)
1
2
3
4
5
6
Probability
0.26
0.27
0.24
0.14
0.11
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.
2
Arrival Interval Distribution
Random
Number Lower
Limit
Probability
0.13
0
0.23
11
0.27
32
0.19
54
0.15
74
0.09
90
Service Time Distribution
Random
Number Lower
Limit
Probability
0.19
0
0.17
20
0.16
39
0.15
57
0.11
74
0.08
87
0.03
97
Customer Number
1
2
3
4
5
6
7
8
9
10
11
12
Random Number
43
61
41
61
69
21
89
17
86
53
12
36
Range
Upper
Limit
Arrival Gap
Minute
10
31
53
73
89
99
1
2
3
4
5
6
Range
Upper
Limit
Service Time
(minutes)
19
38
56
73
86
96
99
1
2
3
4
5
6
7
Arrival Gap Random Number
77
29
39
26
54
96
77
71
31
5
4
69
Service Time
Arrive Time
Summary for This Trial Run
max
13
14
15
27
45
70
20
59
75
Service Start Service End Time in System
Summary for This Trial Run Average:
maximums
Time on Hold Time Server Idle
Percent Utilization
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