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answer the following questions:

1/What are the front desk procedures Caroline should look at to speed the check-in process? What other departments should Caroline be working with on this plan?

2/What measures can Caroline recommend to start and sustain an upselling program at the hotel?

3/How can Caroline help her front desk agents to recognize an upselling opportunity?

4/ What procedures can Caroline put into place to be sure proper credit is established for each guest, while not slowing down the registration process?

Mini Case Study Chapter 5

To the best of your ability, answer the four questions below associated with this mini case study. Please use references to the book, the videos or any outside sources to strengthen your answers. Your ideas might be good ideas, but if they are just your ideas without some sort of back up to the idea, then they are not very strong. Also, generally speaking, single sentence answers or two or three bullet points usually do not adequately address the questions. Be detailed, you do not need to write a novel, but give sufficient information to answer the questions.

Mini-Case Study: “Speeding Up Check-In and Upselling at the Bartlett House”

The Bartlett House is a well-known hotel in Central City. For years, it has served as the center of social occasions and most of the business functions in the city. Knowing that the hotel was starting to show some age, the owners of the Bartlett House decided to sell the hotel to a group of local investors, who appointed John Richards as the new General Manager. One of John’s first challenges is to improve hotel revenues and guest perception of the property.

Caroline Kramer is the front desk manager at the Bartlett House. She has been at the hotel for several years and knows the guests and procedures very well. John and Caroline meet to determine what can be done to meet the new owners’ objectives. John asks Caroline how long it takes to check a guest into the hotel. Caroline answers about five minutes per guest. John recognizes that this is a long time for a guest, especially if there is a long line at the front desk. He also asks Caroline if the front desk upsells. Caroline tells John they did before she got there, and she was told it wasn’t very successful.

John asks Caroline to develop a plan to improve the speed of check-in and also to upsell guestrooms.