QUESTION/ANSWERS

Ques:1 What are the advantages and disadvantages to having a high volume of non-guest
accounts? What about the cost of carrying and collecting outstanding balances? How might
the hotel’s cash flow be affected by such transactions?

Answer: Possessing a large number of non-guest accounts might offer benefits and
drawbacks. Positively, the hotel may see an increase in income, particularly if these accounts
are used often. Additionally, it can aid in fostering connections with neighborhood companies
and associations, which may result in collaborations or recommendations.
But there are a few disadvantages to take into account. Increased outstanding amounts might
also pose a danger to the hotel's cash flow and need more work in the collection process.

In reference to unpaid sums, the expenses associated with holding and retrieving them may
have monetary as well as operational consequences. It may restrict its cash flow and have an
impact on its capacity to pay bills or make investments in other projects. In addition,
personnel time, communication expenses, and possible legal proceedings are some of the
costs associated with the process of recovering unpaid amounts. In order to minimize these
expenses, the hotel must find a balance between giving credit to non-guest accounts and
making sure that payments are made on schedule.
Transactions involving accounts that are not guests may affect cash flow. The hotel can
increase cash flow by bringing in more money if it has a large frequency of non-guest
account transactions with timely payments. Cash flow issues might arise, though, if there are
delays in payment or a sizable amount of unpaid balances, since the hotel could have to wait
longer to get the money it needs to run its business.
Ultimately, even if a large number of non-guest accounts might generate income, the hotel
must carefully manage outstanding balances, take related expenses into consideration, and
keep an eye on its cash flow to maintain a sound financial position.

Ques:2. As the reservations manager, what might Sarah do to improve the effectiveness

of her property’s work with central reservations?

Ans. Sarah may enhance the efficiency of her property's work with central reservations by
implementing a few simple measures in her capacity as reservations manager. Here are a few
suggestions:

1. Encourage Open Communication: Sarah can get in touch with the central
reservations office on a frequent basis. This might involve arranged get-togethers,
emails, or even phone conversations to talk about any particular requirements,
worries, or adjustments to reservation trends. Sarah can guarantee that all parties have
access to the knowledge they need to make wise decisions by maintaining open lines
of communication.
2. Provide Timely and Accurate Information: Sarah must make sure that the central
reservations office is equipped with the most recent data on the property. This covers
the availability of rooms, pricing, any applicable specials, and other pertinent
information. Sarah can assist the central reservations office with making bookings
more quickly and effectively while averting any possible misunderstandings or
disputes by giving correct and timely information.
3. Simplify Procedures: Sarah can find any inefficiencies or bottlenecks in the
reservation process by collaborating with her team and the central reservations office.
Through the implementation of standardized formats and job automation, Sarah may
enhance the overall accuracy and efficiency of the reservation system by simplifying
operations.
4. Training and Development: To make sure her employees have the ability to
collaborate with the central reservations office, Sarah can fund training courses for
them. Training in customer service, efficient communication, and reservation systems
are a few examples of this. Sarah can improve the property's coordination with the
central reservations office by providing her staff with the necessary resources and
instructions.
Recall that these are only a few recommendations, and Sarah is free to modify her strategy in
light of the particular requirements and dynamics of her property. The secret is to encourage
efficient communication, give precise information, expedite procedures, and make team
development investments.

Ques:3. What were the expectations of the guests?

Ans: We might consider what visitors often search for when they stay at a hotel to get an
idea of what they expect. Typical expectations may be the following:
1. Spotless and cozy lodging: Travelers anticipate tidy, well-kept rooms that come with all
the essentials, such as clean sheets, toiletries, and a comfy bed.

2. Helpful and friendly personnel: Greetings and a nice atmosphere are valued by visitors,
as are attentive and courteous staff members who are prepared to answer any questions or
make concessions.

3. Efficient check-in and check-out procedure: Visitors anticipate a seamless, fast check-in
and check-out procedure with little waiting and transparent instructions.

4. exceptional customer service: Whether it's making suggestions for nearby activities,
responding quickly to any problems or complaints, or going above and beyond to ensure a
good experience, guests cherish exceptional customer service during their stay.

5. Safety and security: Visitors anticipate features like well-lit public spaces, solid door
locks, and a proactive security staff because they want to feel safe and secure when there.

6.High-quality amenities and facilities: Depending on the kind of hotel, visitors could have
certain demands in terms of what kind of fitness facility, swimming pool, restaurant, or
business center they can anticipate. Fulfilling these expectations can help provide a satisfying
visitor experience.

Keep in mind that each guest may have different expectations; these are only some broad
guidelines. It is vital for motels to endeavor to surpass these anticipations and craft an
unforgettable experience for its patrons.

Ques4. What other options might Sasha have considered in this case?

Ans. Sasha has a couple more choices to think about in this situation. She had the option to:

1. Performed a comprehensive investigation: Sasha might have asked witnesses and the
involved cleaning staff questions in order to learn additional details about the occurrence.
This would have given her a better idea of what transpired and maybe identified the culprit.

2. Provided an alternate solution: Sasha had the option to look into other options rather
than firing the housekeeping employees right away. To address the problem and allow the
team an opportunity to improve, she may have, for instance, instituted a performance
improvement plan or given more training.

3. Stricter procedures should have been put in place: Sasha should have examined and
strengthened the hotel's current room cleaning procedures to make sure that occurrences of
this kind are less likely to happen in the future. This might entail going over rooms again
after they've been cleaned or putting in place a mechanism for reporting and resolving any
problems that are discovered.

4. Provided further support: In order to address any underlying concerns that could have
exacerbated the situation, Sasha might have provided the cleaning crew with more resources
or therapy. Since every scenario is different, it's critical to evaluate the particulars and choose
the best course of action.

Ques:5. Which guests would you walk to another hotel?

Ans. In the instance under discussion, Sasha may have thought of walking to a different hotel
in response to the visitors who were requesting a refund and threatening to provide bad
reviews. Although it's critical for hotels to control expectations and provide a satisfying stay,
the choice to escort visitors to a different hotel ultimately comes down to the particulars of
the situation and the hotel's rules. Since every circumstance is different, treating them all with
professionalism and care is essential.