One of the issues encountered in the hospitality industry is overbooking. If you have experienced such incident, I guess you were not really happy about it. Check and read this article entitled "Leadership lessons learned from being a guest when the hotel was overbooked" by Doug Kennedy (President of the Kennedy Training Network, Inc. a leading provider of hotel sales, guest service, reservations, and front desk training programs and telephone mystery shopping services for the lodging and hospitality industry.) Here's the link https://www.hotelnewsresource.com/article95412.html Answer the questions below after studying the article. What is overbooking? When and how does this happen? 

What are the negative impacts of overbooking? Enumerate 3 and explain each. 

Could you say that lack of leadership can lead overbooking situation in a worst scenario? 

 How does overbooking affect the other departments aside from front office? Are they also responsible when overbooking occur? 

 What are the 3 lessons who learned from this article? Integrate these with the lessons discussed in this chapter