Margaret Chu , general manager of The Times 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 that 6 of 15 former guests indicated a lengthy delay in checkout and that the holdup in service was due to a desk clerk who repeatedly had to call for the supervisor to clarify how to operate the PMS. On another point of service, none of the 15 former guests was asked to make a future reservation. Ms. Chu calls Ana Chavarria, front office manager, into the 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 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 that desk clerks are busy and they 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? What suggestions can you give Ana Chavarria to motivate her desk clerks to ask for an additional reservation at checkout?