1. Read this extract and answer the question below:

An automated guest history system is based on specialty software that allows the application of guest history data for marketing and related efforts, and for measuring the effectiveness of past promotional efforts. For instance, a guest history database may enable the hotel staff to determine the geographic distribution of guests home and business addresses. Hotel advertisements may be placed more effectively based on this type of data. Some hotel chains centralize their guest history database so that all affiliated hotels in the brand can access guests preference information. Guests are often gratified to discover that a stay at one chain hotel has alerted another property in the chain to provide some extra, personalized courtesy. This approach tends to create strong loyalty to the brand, as well as across multiple brands of the same company.

List two situations where guests experience and feedback could be used to improve guest satisfaction and add personalization.

Example:

During her last visit, Ms. Smith was not happy with her stay. During check-out, she mentioned that she did not like the room as she prefers standing shower over a bathtub and she likes to stay on the highest floor available to enjoy the view.

During her next visit, Mrs. Smith was blocked in a room with a standing shower on the 22^nd floor.

2. Consider this situation and answer the questions below:

Mr. Smith checked into Hotel XYZ. During check-in, the front desk agent said that a HOLD of $200 will be placed on his card, to which Mr. Smith agreed.

Mr. Smith's card details during check-in:

Available card limit during check-in: $3000

HOLD: $200

Mr. Smith loves buying luxury watches. He went shopping in the evening and found a watch worth $1800. He went ahead with the payment through the same credit card, but his payment was declined. He called his bank and was told that $2000 was placed on HOLD by Hotel XYZ.

What could have gone wrong? (50 words max.)

What could Hotel XYZ do to turn the guest experience around? (100 words max.)

Had Mr. Smith not used his card during his stay at Hotel XYZ, would this issue have surfaced? Why or why not? (50 words max.)

3. Hotel ABC has 420 rooms. On Feb 07, 2020, the hotel had a day steady with 182 reservations in the system. Due to a technical issue that went unnoticed, 56 reservations did not flow through the property management system. This error was caught around 9 am and it caused a few hiccups in the operations.

What was the occupancy of the hotel before the error was caught?

What would be the actual occupancy of the hotel after reservations started flowing through again?

What labour-related issues would have resulted in the operations? List at least three.