Now the question is what should you do? als overbooking for tonight are Dr. Thomas, five-star guest of the company who spends year with the company, Mr. Smith, who has Ms. River, a leading hotel consultant for the of your hotel and made his reservation viac has taken you under her wing and you are doing a good partment as they relate to the guest experier CASE STUDY En company, who called the hotel directly yesterday You know that there is a competitive hot street with rooms available, but they would change rate the highest rate for a room and that in you could "walk" a guest there. (Walking a gun speak for escorting an overbooked guest to an Your decisions must be made relatively quicky, you do not know what time these guests wat 2. Describe the responsibilities of the housekee Overbooking Case Sug 1. S A year ago you took a position with a well-known hotel 5 company in the southeast United States. The company has 78 bur and frestar properties ranging from 220 rooms 15318 and yours is the smallest. Your general manager Job, which is a strong indication that your career is moving forward You were recently promoted to resident manager of your hotel and the company is expecting big things from you. 1. You have the use of an average hotel room at the back of the hotel, near the lo machines, with the New York City view of the garbage bins. This weekend you are the manager on duty (MOD). To advance your career, you must make good decisions, solve problems, and handle guest hotel expecting their rooms to be available requests. How you handle them will be a major factor in your continued success with the company. The following scenario will test your judgment and your management DISCUSSION QUESTION skills in decision making to increase revenue and guest satisfaction for your hotel. Keeping guest service a priority, detail a plan for har After reviewing the daily arrivals and departures, would approach this situation and your strategy forea you note that you are overbooked by three rooms, ing your decision to each guest. Why did you make ya tonight-Saturday night. You further note that one couple decision? who had booked a suite called to cancel the reservation. Review Questions 1. Compare the duties of the general manager er ment heads at a small or mid-sized hotel to to larger hotel. List at least three differences and ties. 2 Key Words and Concepts average daily rate (ADR) atastrophe plan entral reservation office (CRO) entral reservation system (CRS) y ledger firmed reservation tcenter report loyee Right to know utive committee rooms division. 3. Describe yieldmann Introduction to Hospitality Eighth Edition John R. Walker P Introduction to Hospitality Eighth Edition John R. Walker Now the question is what should you do? als overbooking for tonight are Dr. Thomas, five-star guest of the company who spends year with the company, Mr. Smith, who has Ms. River, a leading hotel consultant for the of your hotel and made his reservation viac has taken you under her wing and you are doing a good partment as they relate to the guest experier CASE STUDY En company, who called the hotel directly yesterday You know that there is a competitive hot street with rooms available, but they would change rate the highest rate for a room and that in you could "walk" a guest there. (Walking a gun speak for escorting an overbooked guest to an Your decisions must be made relatively quicky, you do not know what time these guests wat 2. Describe the responsibilities of the housekee Overbooking Case Sug 1. S A year ago you took a position with a well-known hotel 5 company in the southeast United States. The company has 78 bur and frestar properties ranging from 220 rooms 15318 and yours is the smallest. Your general manager Job, which is a strong indication that your career is moving forward You were recently promoted to resident manager of your hotel and the company is expecting big things from you. 1. You have the use of an average hotel room at the back of the hotel, near the lo machines, with the New York City view of the garbage bins. This weekend you are the manager on duty (MOD). To advance your career, you must make good decisions, solve problems, and handle guest hotel expecting their rooms to be available requests. How you handle them will be a major factor in your continued success with the company. The following scenario will test your judgment and your management DISCUSSION QUESTION skills in decision making to increase revenue and guest satisfaction for your hotel. Keeping guest service a priority, detail a plan for har After reviewing the daily arrivals and departures, would approach this situation and your strategy forea you note that you are overbooked by three rooms, ing your decision to each guest. Why did you make ya tonight-Saturday night. You further note that one couple decision? who had booked a suite called to cancel the reservation. Review Questions 1. Compare the duties of the general manager er ment heads at a small or mid-sized hotel to to larger hotel. List at least three differences and ties. 2 Key Words and Concepts average daily rate (ADR) atastrophe plan entral reservation office (CRO) entral reservation system (CRS) y ledger firmed reservation tcenter report loyee Right to know utive committee rooms division. 3. Describe yieldmann Introduction to Hospitality Eighth Edition John R. Walker P Introduction to Hospitality Eighth Edition John R. Walker