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Casestudy

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Case Studies
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1. What kinds of information does Sarah need from other departments at her hotel
that will enable her to work better with the central reservations’ office?
Sarah needs to have a line of open communication with the central reservations
department of her company. As Gabe mentioned in the case study, he communications
openly regarding different day to day hotel operations. This includes, but is not limited
to, amenities additions or outages, food and beverage menu changes, hotel hours, and
local attractions. Sarah would be able to obtain this information from other department
managers, such as facility maintenance/utilities and food services. Communicating with
other hotel managers would allow Sarah to paint a complete picture of the status of her
hotel to the central reservations’ office.
2. As the reservations manager, what might Sarah do to improve the effectiveness of
her property’s work with central reservations?
Firstly, Sarah needs to establish a routine of updating her hotel's information via the
central reservations office's online system. In order to do so, Sarah could adopt several
policies and changes within her own hotel location. Sarah might want to develop a
recurring meeting between all the hotel managers. This would allow a forum for the
managers to connect and discuss current happening within their departments. For
example, the maintenance manager must notify Sarah if a certain hotel amenity will be
unavailable for a period of time. The central reservations system may not need
notification regarding a short maintenance outing, but it would be crucial for Sarah to
input longer outages such as a two-day pool closing or a weeklong parking lot
resurfacing. Holding staff meetings would allow Sarah to gain all the necessary
information to accurately update the central reservations system.

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1. What kinds of information does Sarah need from other departments at her hotel that will enable her to work better with the central reservations’ office? Sarah needs to have a line of open communication with the central reservations department of her company. As Gabe mentioned in the case study, ...
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