1. What might the hotel offer to the couple currently occupying the bridal suite to encourage them to move to another room?
2. What might the hotel offer the arriving couple as an incentive to select another room?
3. What would you recommend Sofianna to do to solve this dilemma?

Sofianna Pastrana accepted a GM’s position offered by a hotel management company at a property with a great staff and a high occupancy rate that consistently met budgeted revenue and profit goals. The previous GM had retired and had left Sofianna with an excellent property with which to develop the skills he learned as the assistant GM at his previous property.
Within a week on the job, Sofianna had an opportunity to make some decisions that would help set the pace for the staff’s attitude toward guest service. “Here’s the situation,” said the front-office manager. “The couple in our bridal suite was supposed to check out at noon today. Their wedding generated about twenty sold guest rooms for their relatives, and the bride’s father spent several thousand dollars on their wedding reception in our ballroom yesterday.”
“Well,” said Sofianna, “Sounds like the event was a big success. I hope they feel the same way.”
“Yes, they do,” replied the front-office manager. “The problem isn’t them—it’s the weather. All outbound flights are delayed—they’ll probably be canceled—because of the snowstorm we’re having. I don’t think the wedding couple really cares; they’re enjoying our hotel. In fact, the groom just called to let me know they wanted to stay an additional night (tonight) because they can’t get out of town. He’s looking for a good deal on the room rate.”