Operations $-$ Front Office

CHALLENGE PHASE

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You are the new Front Desk Manager for The Copa Hotel in downtown Boston. The Copa is much larger than your practice hotel.

Arrivals at The Copa tend to spike on certain days.

Past management didn't pay much attention to front desk staff training and good policies to guide staff in dealing with complex guest issues.

Your task is to fix staffing levels, improve policies, make a profit of $$400,000$ for the month of October, and finish the month with a Customer Satisfaction Score of $80$ or higher.

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