Wyndham Park City Staffing Case Study

Wyndham Park City has been operating for approximately 2 years and find it necessary to focus on staffing based on historical data resulting in a more streamlined scheduling process, reduction in staffing expenses, and determining staffing requirements. The staff of Wyndham Park City is comprised of two departments: Resort and Member Services, with a total of 64 staff members to serve the owners and guests.

The most crucial departments affected by this optimization of scheduling will be the Front Desk department for check-in and check-out processing. It is believed reducing the time a guest will spend checking in and out will improve the overall guest experience. Findings have found that the average time spent during the check-in process is approximately 7 to 12 minutes, while the guest check-out process takes only 2 minutes.
This is important, as a four-bedroom condo takes 4 to 6 hours to “turn” the room from the previous guest vacating the room to welcoming a new guest into the room, including the ultimate goal of no signs of the previous guests in the room. This process involves houseman stripping the room of linens, housekeeping cleaning all areas including high dust, running the dishwasher, cleaning ovens, refrigerators, washers and dryers, restocking kitchen and bathroom amenities, preparing beds and bedrooms, bathrooms, mopping floors, vacuuming, and confirmation from supervisors, housekeeping managers and resort management. In addition, each condo is reviewed and inspected by the maintenance department to repair and replace any necessary items. An adequate forecast will assist in determining required housekeeping and maintenance