Short answer question. Amanda Glover, the GM of The Evergreen Hotel, and Ana Powers, the front office manager, are discussing the reservations and revenue management issues. In the past couple of years, about 2 percent of the confirmed reservations have been no-shows, resulting in a financial loss of about 200 room nights. No analysis of the confirmed reservations that resulted in no-shows has been made and because not all front desk agents have been fully trained on how to handle the overbooked reservations, some disappointed guests' reviews affected the hotel's rating on the TripAdvisor's website. The reservations data is sometimes lost in the computer system used by the front office and reservations agents. The loss of $20,000 (200 rooms x $100 average room rate) has forced management to consider developing an comprehensive reservations and revenue management program.

Identify problems in the case study and offer solutions. You can answer in a few efficient sentences.