Ana Chavarria, front office manager of The Times Hotel, has been meeting with the owner and general manager for the past several weeks to discuss the up- grade of the hotel’s PMS. The owner is reluctant about the purchase; the capital investment, although reasonable, is still significant and will affect the cash flow. Margaret Chu, the general manager, was previously employed by a hotel that upgraded its PMS, and she was somewhat perplexed by the advertised benefits versus the real benefits in terms of improved customer service. Ms. Chavarria, in contrast, had a very encouraging experience with a PMS upgrade. The owner asks Ana to prepare a report to justify the upgrade of the PMS at The Times Hotel.
Ana Chavarria, front office manager of The Times Hotel, has been meeting with the owner
and general manager for the past several weeks to discuss the up- grade of the hotel’s PMS.
The owner is reluctant about the purchase; the capital investment, although reasonable, is
still significant and will affect the cash flow. Margaret Chu, the general manager, was previously
employed by a hotel that upgraded its PMS, and she was somewhat perplexed by the advertised
benefits versus the real benefits in terms of improved customer service. Ms. Chavarria, in contrast,
had a very encouraging experience with a PMS upgrade. The owner asks Ana to prepare a report to
justify the upgrade of the PMS at The Times Hotel.
What concepts should Ana use to justify the upgrade purchase to achieve improved customer
service in registration? Consider such aspects of the registration process as registering individuals
and groups, determining room status, and issuing room keys.
Step by step
Solved in 2 steps
