James, known as the "Miracle Worker" for his ability to turn around troubled properties, is currently facing challenges at the Cloud Inn. This $150-$room full$-$service property is located in a remote location, far from other corporate properties. It primarily caters to business travelers and visitors affiliated with the local university. The hotel's peak occupancy periods are during football weekends and commencement, with the majority of its revenue generated between August and May.

However, the Cloud Inn has been experiencing a decline in occupancy over the past year, with the last month's RevPAR hitting a record low. James has identified the front desk as the main source of the hotel's problems. Guest feedback indicates dissatisfaction with the check$-$in process, citing long wait times, complicated paperwork, chaotic front desk staff, and instances of being checked into unclean rooms.

The front desk manager attributes these issues to the reservations staff not providing the day's reservations to the front desk in a timely manner. This results in guests having to provide information they had already given when making their reservations, such as their rate and room preference. James is currently considering the best approach to resolving these issues.