LEAN THINKING IN THE EUROPEAN HOTEL INDUSTRY

The aim of this study was to assess whether lean practices are applied in European hotel industry practices and whether or not their implementation contribute to efficiency and effectiveness of hotel management. Removing all types of waste can prove itself a survival strategy during recessionary times for many small and medium hotels across Europe. We surveyed small and medium hotels across 19 European member states by sending questionnaires to hotel managers. We evaluated 7 value stream mapping techniques: Process activity mapping, Supply chain response matrix, Production variety funnel, Quality filter mapping, Demand amplification mapping, Decision point analysis, and Physical structure. Initially, we identified two value streams: (a) Reservation value stream: reservation – transportation – check in – housekeeping – check out – transportation; and (b) Procurement value stream: establishment of a need – placing an internal order – order / purchase – delivery to the hotel – delivery to the hotel segment. Data analysis showed that hotels apply value stream mapping techniques to a varying degree. Results show high level of similarity in hotel operations regardless of the country a hotel is located in. We offer managerial implications and suggestions for further research.