Now the question is what should you do that als overbooking for tonight are Dr. Thomas, five-star guest of the company who spends year with the company: Mr. Smith, who has at your hotel and made his reservation via Pris Ms. River, a leading hotel consultant for a barat company, who called the hotel directy yester, street with rooms available, but they would chain Sugg 1. Sel En forward You know that there is a competitive hotel con You were recently promoted to resident manager of your hotel and the company is expecting big things from you. rate the highest rate for a room) and that in an ere You have the use of an average hotel room at the back you could "walk" a guest there. (Walking a guestion of the hotel, near the ice machines, with the "New York City view of the garbage bins. This weekend you are the speak for escorting an overbooked guest to anche manager on duty (MOD). To advance your career, you must Your decisions must be made relatively quickly, beca make good decisions, solve problems, and handle guest you do not know what time these guests will ariez requests. How you handle them wil be a major factor in hotel expecting their rooms to be available. your continued success with the company. The following scenario will test your judgment and your management skills in decision making to increase revenue and guest DISCUSSION QUESTION satisfaction for your hotel. After reviewing the daily arrivals and departures, Keeping guest service a priority, detail a plan for how ou note that you are overbooked by three rooms, would approach this situation and your strategy tres Onight-Saturday night. You further note that one couple ing your decision to each guest . Why did you male or ho had booked a suite called to cancel the reservation decision? Overbooking Case STUDY A year ago, you took a position with a well-known hotel company in the southeast United States. The company has 78 four and five-star properties ranging from 220 rooms to 318, and yours is the smallest. Your general manager has taken you under her wing and you are doing a good job, which is a strong indication that your career is moving 1 Introduction to Hospitality Eighth Edition Now the question is what should you do? The three Ayage you to wao hoy also tooking for tonight are Dr. Thomasalong Company in the South She company has festar guest of the company who spends 59 nga to 31 and your moure manager 79 four and vor properties and from 220 rooms year with the company: Mr. Smith, who has never sta has to you under her wing and you doing a good job, which is a strong indication that your careers mong hotel and the company is expecting big things from you You have the use of an average hotol room at the back at your hotel and made his reservation via Priceing. 20 Overbooking Case STUDY forward You were recent promoted to resident manager of your Ms. River, a leading hotel consultant for a large influence company, who called the hotel directly yesterday You know that there is a competitive hotel down the street with rooms available, but they would charge rack rate the highest rate for a room) and that in an emergen you could walk' a guest there. (Walking a guest is industry speak for escorting an overbooked guest to another hote Your decisions must be made relatively quickly, because you do not know what time these guests will arrive at you hotel expecting their rooms to be available. of the hotel, near the ice 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 hande guest equests. How you handle them will be a major factor in our continued success with the company. The following enario wil test your judgment and your management Is in decision making to increase revenue and guest sfaction for your hotel ifter reviewing the daily arrivals and departures, note that you are overbooked by three rooms, nt-Saturday night. You further note that one couple ad booked a suite called to cancel the reservation. DISCUSSION QUESTION Keeping guest service a priority, detail a plan for how yo would approach this situation and your strategy for ex ing your decision to each guest. Why did you make ya decision? Introduction to Hospitality Eighth Edition John R. Walker P