Example of Your Dropbox Submission Format
Case Study 1
Question 1:
At Foxfire Hotel, the reservations training and sales program needs a lot of adjustments to the reservation and sales process. The reservations supervisor should address several main factors. First, the reservations training should insist on how flexible the hotel can be for covering the guest needs. The reservations training should include the total amount of services the hotel can do for the guests. Reservation agents should be encouraged to be creative and adapt the services to the customer needs. For example, the hotel driver can do more than transferring the guest to and from the airport. He could take them to the main tourist attractions for an extra fee.
The sales program should be centered on the “The guest comes first” doctrine. This may not be a scholarly documented doctrine but the reservations supervisor should endorse the importance of customer satisfaction in keeping the business on the line. There is no customer satisfaction without providing the guests (customers) with what they need. The sales program should also enhance guest loyalty, by making sure they will come back again and recommend the hotel to other potential guests. Loyalty can be achieved by exceeding guest expectations. The reservation agent should have the chance to surprise the customers by including small free premium services without telling the guests before. For example, guests can receive a warm welcome drink at arrival.
XXXXXXXX X:
XXX XXXXXXXXXXXX XXXXXXXXXX should XXXXX a more aggressive XXXXX XXXXXXXX XXX XXXXXXXXXXX agents XX implementing XXX XXXXXXXX XXXXX. First, XXX XXXXXXXXXXX XXXXXX or any XXXXX representative interacting XXXX XXX customer XXXXXX follow a XXXXX script. The XXXXX script XXXX contain XXXXX XXXXXXXXX components: XXXXXXXX XXX XXXXXXXX in a XXXXXXXX and XXXXXXX XXX, XXXXXXXXXXX the customer XXXXX XXX proposing XXX XXXX offer. In the XXXXXXXX XXXXXXXXX in XXX XXXX XXXXX, the XXXXXXXXXXXX XXXXX failed XX XXXXXXXX the XXXXXXXX needs.
Second, the best offer XX never “$XXX XXX room”. XXX XXXX offer XX “for $XXX per room you get the XXXXXXXXX XXXXXXXX during XXXX stay at us”. XXX XXXXXX putting a price XXX, the reservation XXXXXX XXXXXX XXXXXXX XXXX a customer XXXXXXX to analyze. They XXXX XXXXX the customer profile by asking XXX XXXXX XXX XXXXXXXXX XXXX the XXXXXXX of XXXXX visit at the XXXXXXXX (XXXXXXXX, leisure) and XXXXX expectations.
XXXXX, XXX reservations XXXXXXXXXX XXXXXX randomly collect XXXXXXXX XXXX XXX XXXXXX during their XXXX and a XXX days after. XXX XXXXX XXXXXXXXX XXXX receive a link to an online XXXXXX or a XXXX XXXX their XXXXXXXXXXXX agent, XXXXXX them how XXXXX stay was. XXX reservations XXXXXXXXXX can XXXXX a XXXX XXXXXXXXXX sales XXXXXXXX by implementing a sales XXXXXX with XXX elements mentioned above.
XXXXXXXX X:
XXX rooms XXXXXXXX manager can consult XXX revenue XXXXXXX before and after XXXXXXXXXXXX the XXX XXXXXXX. Also, he XXX XXXX at the XXXXXXXXX rate (XXXXXX XXX after). XXXXXXX XXXXX services XXXXX extra revenue, XXX XXXXX division manager XXX XXXXX out XXX sales XXXXXXX XXX any extra XXXXXXXX XXXX have guest XXXXXXXXX beyond XXX XXXXXXXX package: room XXXXXXX, airport XXXXXXXX, special XXXXX and XXXXXXXX, tourist guiding, XXXXX sessions in the XXXXX garden and so XX. The rooms division manager can determine how many XXXXXX XXXXXXXXX XXXXXXXXXX XXXXXXXX XXX encourage XXX XXXXXXXXXXX XXXXXX XX XXXX XXXXX XXXXXXXX XXXXXXX XX XXX XXXXXX.
Case Study X
Question X:
XXX XXXXXXXXXXX status verification XXX be simplified XX implementing a simple online XXXXXXXX. XXXX a XXXXXXXXXXX has XXXX made, the reservation agent will record it in the database, XXXXXXXX XXXX basic guest contact XXXXXXXXXXX (XXXX, XXXX and XXXXX XXXXXX). When XXX XXXXX arrives XX XXX XXXXX, the front desk XXXXX XXX check the database and XXX if the reservation XX XXXXX. In XXXX XXX, the XXXXX XXXX XXXXXX can assign a XXXX without consulting XXX XXXXX-out list and they can check a XXXXXXXXXXX XXXXXXX waiting XXX the reservation XXXXX XX XXXX their XXXX XXX XXXXX XXX information.
XXXXXXXX X:
On XXX day of XXXXX arrival, the XXXXXX could perform an online XXXXX-in operation. XXXX XXXX XXXX their reservations, the agents XXXX handle the future XXXXXX a XXXX for accessing XXX XXXXXX check-in XXXXXXXXX. For XXX XXXXXXXXX always on the move, the XXXXX XXXX XXXXXXX a XXXXXXXXXX XXXXXXXXXXX XXXX XXXX help them XXXXXXX XXX XXXXX-in XXXXXXXXX. The check-in operation XXXX ask the customers to XXXXXXX XXXXX reservation, XXXXXXX XXX XXXXXXX XXXXXXXX XXX XXX front-desk (XXXXX bed, quiet XXXX) and make an XXXXXXX (or integral) payment by XXXXX a XXXXXX XXXX. XXX application or XXX XXX form will send XXX XXXX XX XXX XXXXX XXXX XXXX will assign a room and approve or reject the XXXXXXX XXXXXXXX. The XXXXX will receive a XXXXXXXXXXXX about XXXXX room XXXXXX and XXXXX-in hour. The guest that XXXXXXXXX an online check-in XXXXXXXXX XXXX come at the front XXXX, show an XX and ask for the room key. To move things XXXXXX, the hotel can XXXXXX a dedicated front desk representative XX XXXXXXX these XXXXXXXXXX.
XXXXXXXX 3:
XXX room assignment process can be improved by swaping the XXXXX-out list with an online room XXXXXXXXX. Everyone XXXX have XXXXXX at the XXXXXXXXX in the XXXX XXXX XX using their individual XXXX XXXXXXXXX. XX an XXXX better XXXXXXXXXXX, XXX hotel can XXXX create a XXXXXXXX. The database XXXX XXXXXXX XXX XXX rooms, XXX XXXXXXX XXXXX XXXXXXXXX XX XXX XXXXXXXX XXXXXXXXX XXX XXX XXXXXXX XXXXX (yes or XX). XXX accuracy can be ensured by keeping a XXXX XXXXXXXXXXXXX with the XXXXXXXXXXXX department XXX XX comparing the XXXXXX XX available XXXX keys XX XXX front XXXX with XXXXX XX the XXXXXX. Some guests XXXXXX to XXXXX their room XXXX at XXX front desk why XXXX XXXXX the XXXXXXXXXXXX so XXX front XXXX should put XXXXX keys in a XXXXXXXX place.
Question 4:
At XXX XXXX of registration, XXX hotel XXXXXX XXXXXXX basic XXXXXXXXXXX XX full XXXX of the XXXXXX, XXXXXXX, XXXXX number and email contact. The information XXX be XXXXXXXX by XXXXXX XXX guests XX show their XXXXXXXX documents (passport, ID or XXXXXXX XXXXXXX). The XXXXX XXXX XXXXXXXXXXXXXXX should XX trained XX XXXXXXXXX XXX security elements on XXXX documents in order XX XXXXX collecting XXX validating XXX false XXXXXXXXXXX.
XXXXXXX collecting XXXX data, XXX hotel might XXXXX the XXXXX law XXX XXXXXX XXX XXXX to high risks. XX those XXXXXX will XXXX other XXXXXX or XXXXX (or destroy) something, the hotel must XXXX enough data XX report to the local police department and cover XXX expenses with the insurance XXXXXXX.
Case Study X
Question 1:
XXX front office operations are XXXX XXX ineffective. Guests are not satisfied XXXX the check-in XXX XXXXX-out operations. XXXXXXX XXXXXX have to wait for XXX XXXX XX get or XXXXXX a room, Frank XXXXXX check and XXXXXX several aspects. XXXXX, he XXXXXX check XXX guest arrival and departure procedure and try to XXXX it simpler so XXXXXX XXX XXXX faster. Second, the XXXXX desk should synchronize XXXXXX XXXX the housekeeping XXXXXXXXXX. Maybe XXX XXXXXXXXXXXX department should XXXX XXX shifts XXXXXXX so XXX XXXXXXXX personnel XXX XXXXXXX the XXXXX XXX the guests before the XXXXX-in hours. Also, XXXXX XXXXXX XXXXXXXX hiring extra personnel at the XXXXX XXXX.
Question 2:
XXX XXXXX XXXXXXXX XXXXXXXXX XXXXX be a XXXXX XXXXXX XX complaints because guests have to XXXX too long for their XXXXX to be XXXXXXX and XXXXX. The reservations department XX XXXX a XXXXXX XXX XXX negative reviews since XXXX XXXXXX XXXX XXXXX arrivals at different hours XX avoid XXXXXXXXXX. The XXXXXXXXXXXX department XXX also propose flexible XXXXX-in XXXXXXXXX XXX XXX guests XX XXXXX congestion. The XXXXX XXXX, XXXX stand, concierge, telephone, and XXXXXXXXXXXX XXXXXXX should learn XXXXX hospitality XXXXX like interacting XXXX XXX guest in a XXXXXXXXXX manner XXX XXX XX make them XXXX XXXXXXXXXXX during XXXXX stay. XXXX should first XXXXXXXX XXXX the guests by presenting themselves XXX XXXXXX asking for the guest name. Once a personal XXXXXXXXXX XX XXXXXXXXXXX, the XXXXXX XXX XXX XXXXX XXXXXXXX personnel will XXXX likely remember XXXX other on XXX next stays. XX the end of each XXXX, XXX billing department should XXXXX XXX invoice XXXX the XXXXX desk and XXXXXX XXX rooms division XXXXXXXXXX before handling it to XXX customer.
XXXXXXXX X:
The housekeeping XXXXXXXXX XXXXXX change XXXXX work schedule and start work earlier.XXXXX employee directly interacting with XXX XXXXXX will wear a XXXX XXX.XXX room division personnel will XXXXXX the special request in a timely manner and ask them “Is there XXXXXXXX I can do to make your XXXX XXXX XXXXXXXX?”.The XXXX divisions XXXXXXXXXX XXXXX print and XXXXXXXXXX flyers XX XXX XXXXX XXXX XXX in XXX hotel rooms, letting XXX guests XXXX XXX they can call XXX XXX XXXXXXXX during their XXXX. The XXXXX should XXXXXXX the name and a XXXXXXX of the XXXXXXXX in XXXXXX.The XXXXX division management should establish a XXXXXXX XXXXXXXX XX setting the XXXXXXXX time XXX XXXX special XXXXX XXXXXXX. XXXXXXXXX XXXX XX evaluated and rewarded by using XXXX XXXX.XXXXXXXXXX XXXXXXXX XXXXXXXX at their XXXXX or a XXX days XXXXX their XXXX.
XXXX Study 4
XXXXXXXX X:
XXX XXXXX can improve the XXXXXXX issues XXXXXXXXX XX XXX XXXXXX by renting a toll-XXXX "800" number for reservations and changing XXX XXXXXXXXXXXX XXX check-out XXXXXXXXX. XXXX, the hotel can XXXXXXXXX the guest XXXXXXX operations or XXXXXXXXX a XXXXX billing software. XXX XXX front desk XXXXXXXXXXXXXXX will XX XXXXXXX to XXXXXXXXXXX XXX XXXXX customers.X XXXXX automated hotel XXXX require a great investment XXXX XXX hotel XXXXXX. XXX employees XXXX XXXX XXXX XX accommodate with the XXX XXXXXX XXX during XXXX time interval, XXXXXX XXXXX XX even XXXX XXXXXXXX. But a XXXXX automated XXXXX XXXXXX XXXX improve customer XXXXXXXXXX XX providing XXXX XXXX faster XXXXXXXXXXXX XXX check-out procedures. Also, XXX employees will XXXX extra time XX XXXXXXXX XXXX the XXXXXXXXX and get XXXXXX XX XXXXX needs. X XXXXX automated hotel XXXX require a good XX infrastructure, a XXXX backup XXXXXXXXX XXX offline XXXXXXXXXXXX XX the XXXXXX XXXX have XXX downtime periods. In XXXXX words, a fully automated XXXXXX is expensive to XXXXXXXXX XXX it will improve customer XXXXXXXXXX XX XXXXXXXXX XXXXXX XXXXXXXX XXX XXXXXX XXX employees extra XXXX to XXXXXXXX with the guests.
XXXXXXXX X:
If XXX hotel's XXXXXX decide XXX XX implement a XXXXX automated front XXXX, they will have to consider hiring XXXXX personnel and simplify XXX XXXXX desk XXXXXXXXXX. Tom can rent the XXXX-free number and give the XXXXXX XXX XXXXXX XX perform a part XX XXX XXXXXXXXXXXX procedure XX phone. At the arrival, XXX XXXXXX will XXXX show their XXXXXXXX XXXXXXXXX XXX XXX front desk XXXXXXXX will XXXXXXXX XXX XXXX XXX assign a XXXX. Without a XXXXXXXX, XXX registration XXX XXXXX-out procedure XXXXX still XXXX XXXX so this idea (XXXXXXXXX XXXXX-in) XXXX split XXX XXXXXXXXX
into two XXXXX. The telephone XXXXX-in should only XX XXXXXXXXX XX loyal customers. XXXXX ways XXX XXX solve XXXXXX XXXXXXX investing in a front desk XXXXXXXX is by XXXXXXXXXXX XXX online and telephone XXXXXXXXXXX process XXX the XXXXXXX operations. XX XXXX XXX, XXX hotel would XXXX these services rather than buying the infrastructure required for XXXXXXXXX XXXX.
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