Walking Guests Hotel Case


WalkingGuests: Hotel Case

WalkingGuests: Hotel Case

Walkingguests to another hotel is a practice that helps the management of ahotel to manage a large number of guests despite being overbooked.However, there are guests who can be walked to other hotels. First,it is the guests who do not have space at an overbooked hotel.Secondly, it is the guests who show up at the front desk of analready overbooked hotel. While all the guests are important andneeded by the management of the hotel, excess guests are consideredto be future clients. Therefore, instead of turning them down andleaving them to look for another hotel, it is courteous to check themin other hotels. By doing so, such guests will still be part of ahotel’s clientele despite checking in other hotels. As a result,the hotel will use the process of walking the guest to its advantage.

Thirdly,a hotel would walk guests who had reserved the hotel for a specificdate but arrives a day earlier. When such guests arrive, they meet analready overbooked hotel and cannot find a room to spend the day theyarrived early. The most appropriate thing to do is to walk suchguests for one night in another hotel, and resume them into the hotelfor their original reservation. Fourthly, the guests who extend theirstay at the hotel against expectations can be walked to another hotelto create space for loyal and consistent guests of the hotel. This isdone as a way of maintaining the gold class loyal customers for thehotel who had reserved the dates extended by the new guests.

Towalk guests to another hotel, there are guest-friendly ways to do it.One of the ways is to approach the customer with a lot of courtesyand explain the situation at the hotel. Once the guest understandsand accepts to be walked to another hotel, the management takes thecustomer to the hotel of convenience to both the hotel and thecustomer. The second way is to book the guest at the hotel for thenext day, but advise him or her to spend that only day in anotherhotel. Therefore, the guest still remains a checked in customer ofthe hotel for the next day. Thirdly, the management may convince thecustomer to check into another hotel for the entire period of his orher stay. This is perceived as the best option when the hotel isfully booked for the entire season.

Whilewalking guests to another hotel, there are a number of costsinvolved. First, it is the cost of transporting them from the currenthotel to the hotel where they are being walked to. This cost ismostly borne by the hotel as a way of showing courtesy to its guests.The costs are incurred by hiring a cab service or using the vehiclesof the hotel. Another cost is when transporting them back to thehotel after a night out in another hotel. This cost is incurred whenthe hotel wants to retain the guest.

Thesecond cost is the expenses incurred when talking to guests andconvincing them to check into another hotel, for instance, the mealsand drinks served to the guests to make them feel comfortable withthe eventuality of checking in another hotel for the night. Givingthe guests such goodies and treatment also motivates them to preferthe hotel to any other destination in the region.

Thirdly,the hotel will incur the direct costs of paying for the accommodationof the guest in another hotel. The cost of accommodation will be paidby the hotel when walking guests for a night and retaining them forthe rest of their stay. As a result, the hotel gains the loyalty ofits present customers, and gains the preference of new customers.

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