What are three methods of guest recovery
As a Front Desk Manager, would you ever intentionally oversell your hotel? Why or why not? In the event that you do oversell your hotel (accidentally or intentionally), what are three methods of guest recovery you would utilize to console a guest who must be walked?
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As a front desk manager, it would not be wise to intentionally overbook a hotel. This can be attributed to various reasons as follows –
- It will be difficult to meet the expectations of the guests, thereby resulting in a negative experience for them, which is injurious to the reputation of any business establishment, especially for a hotel, in the long run
- The presence of professionally trained staff is integral for handling such delicate situations and reducing the risk of future miscalculations that are involved with overbooking of the hotel. Such an arrangement can often prove to be quite expensive
- It sometimes becomes necessary to walk guests to other hotels, which also leads to the loss of revenue, thereby ruining the scope for accruing profits.
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In case a situation arises where guests need to be walked due to an intentional or accidental overbooking at a hotel, the following recovery measures can be adopted to mitigate the issue and console them –
- It must be double-checked if the guest needs to be relocated. If it is indeed necessary, it is imperative that the chosen alternative is in close proximity to the hotel they originally wished to stay at, preferably one that is owned by the establishment itself
- The approach to deal with the overbooking must be proactive and enthusiastic so as to not let the guests lose faith in them. Quick recovery actions ensure continued customer loyalty and greater levels of satisfaction
- A thorough record of how the experience of the guests has been in the other hotel must be obtained. This will help guarantee that the guests are happy with the provided alternative, and will enable the managers to identify the key areas within the administration that call for improvement.
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