CaseStudies9

Sharon Gallagher
Lodging Operations

Case Studies Pages 179-184

Sarah’s Serious Reservations
1. Sarah needs to speak with Housekeeping to make sure all the rooms are able to be sold, she needs to speak with Maintenance to make sure all the rooms are up and running and don’t have any issues (i.e. lights not working, locks aren’t working, etc.) She should also speak with the concierge to see if there are any new attractions that are happening. Lastly, she should speak with food and beverage to find out if there have been any menu changes.

2. The first thing Sarah needs to do is update the system. She needs to let the central reservations know if there is a fee for the van, if there are any new attractions (or other attractions have shut down), if there were any renovations. Once she does that they will have more information to tell potential guests.

Booking Online
1. Mr. Pardonne was looking for a “mini-suite”. I’m assuming that he was thinking it would be bigger and that there might even be a separate room for him and his wife. He obviously was not happy with either one of the other rooms because of the size and privacy issue.
2. I think Sasha did a good job. She could have upgraded to the Honeymoon Suite and added a cot, but who knows if the Pardonne’s would have accepted that.

Overbooked at the Boden Oceanside Resort and Lodge
1. Personally, if I were the agent at the desk, I probably would have walked the people that were there and had claimed they had reservations. Obviously, they had asked for the manager and he chose to let them stay in a room, which I understand also, but being a front desk agent you don’t always have the power to give a room away without permission.
2. A great way to walk a guest is by saying something like “Unfortunately, we do not have any rooms available tonight, however I can call around and see if I can find you a room elsewhere.”
3. The costs of walking a guest can run from, not getting their money for the night but it can also make people angry and not want to come back to your hotel again.