Margaret Chu, general manager of The Times Hotel (an older, boutique hotel), has received a phone call from the Service Feedback Agency, which she employs to provide feedback on customer service. The agent from this service said 6 of 15 former guests indicated a lengthy delay in checkout, the holdups were mostly due to desk clerks having to amend customers bills due to missing or wrong charges. On another point of service, none of the 15 former guests was asked to make a future reservation. The desk clerks claim that because the older hotel doesn't have a PMS in place, its hard to keep track of all the extra charges guests incur on their stay as some departments take too much time to get the information to the front desk to put in the folio, or the paper slips get lost or misplaced. For the same reasons, there are sometimes sleeper rooms reported by housekeeping that is losing the hotel money. Ms. Chu calls Ana Chavarria, the front office manager, into her office to discuss this report. Ana finds the service feedback report disturbing and promises to rectify the matter. Later that day, she calls Vicente Ramirez, head cashier, into her office. She asks him to write a step-by-step procedure for checking out a guest, with particular attention to use the PMS. She also calls Angelo DeSalo, head reservation agent, into her office and asks why no she calls Vicente Ramirez, head cashier, into her office. She asks him to write a step-by-step procedure for checking out a guest, with particular attention to use of the PMS. She also calls Angelo DeSalo, head reservation agent, into her office and asks why no future reservations are being requested at the time of checkout. Angelo indicates the desk clerks are busy and just don't have time to request another reservation. What steps do you think Vicente Ramirez will include in the procedure for checking out a guest? How will the integration of a PMS help with these procedures? What suggestions can you give Ana Chavarria to motivate her desk clerks to ask for an additional reservation at checkout Deliverables: (50 marks total) Create a proposal for Ms. Chu that she can bring to management to persuade them to invest in a PMS, with special emphasis places on correcting the problems in the case study. Choose a proposal template at proposal (canva.com) or use the attached template. Include a step-by-step hotel check-out procedure for the front office clerks that would utilize this new PMS. Include an incentive program for front office clerks to encourage them to ask guests for future reservations