Lines at the hotel front desk : a case for effective capacity management / Michael Nalley, Diego Bufquin.

Format:

Book

Author/Creator:

Nalley, Michael, author.

Bufquin, Diego Riva Humbert, author.

Series:

SAGE business cases.

SAGE business cases

Language:

English

Subjects (All):

Hospitality industry--Management--Case studies.

Hospitality industry.

Physical Description:

1 online resource : illustrations.

Place of Publication:

London : International CHRIE, 2020.

Summary:

This case study addresses some of the problems that hotel service providers face in managing wait times for guests during high demand periods. Nobody likes to wait in line, however, scientists estimate that we spend 2-3 years waiting in line during our lifetime (Pullman & Rodgers, 2010). Hotel managers' continued efforts should be to minimize the actual wait time and the perceived wait time for the guest. Actual and perceived wait times can negatively impact guests' engagement and overall satisfaction. At the front desk, some guests may want the full check-in experience, some may want an abbreviated check-in experience or others may want to bypass the front desk altogether. Certainly, there are many options available for hotel managers to try to manage customers' service expectations, first impressions, and wait times, and to mitigate guests' disappointment and frustration. Technology has also provided several tools that can assist in this capacity management process. As a result, hotel managers must determine what tools and resources they will utilize to address queuing issues at their individual hotels, and to improve wait and perceived times in order to accommodate guests' expectations.

Notes:

Originally Published In Nalley, M. & Bufquin, D. (2020). Lines at the Hotel Front Desk: A case for effective capacity management. Journal of Hospitality & Tourism Cases, 8(4), 22-33.

Includes bibliographical references and index.

Description based on XML content.

ISBN:

1-5297-9897-3

9781529798975

OCLC:

1290779507