There are many ways to complete a reservation. Your goal this week, is to compare methods of Reservations. This week you will conduct and evaluate the reservation systems of a hotel.

Prerequisite: Review Module 4 - Reservations I&II

Course Learning Outcomes Addressed

• Describe the hotel classifications, hotel affiliation and organization
• Examine the sales dimension of the reservation process
• Execute shift duties in a front office

Assignment Value

Worth 15% of your final mark.

Due Date

Due: Thursday, June 9th, 2022 by 11:59pm

Assignment Instructions

Your Director of Rooms has asked you to conduct an online research of a hotel. You may choose anyfull service hotel in North Americaand provide a written report.

Criteria:

• In one report - complete Part 1, 2 & 3. You may submit the reservation checklist as a second document.
• Hotel must be afull-service hotel in North America
• You must use industry language and terms discussed in Weeks 1-4
• The report must be accurate (do not assume and do not make up information).
• The report must be in your own words.Copying from the internet will result in an academic offence
• The report must be in paragraph form. You may choose to write this in a memo format or report format.
• All information must come from the hotel official website (do not use other 3^rdparty websites - as these may not be accurate).

Part 1: Hotel Official Website Search

Conduct research from a "hotel's official website".

• Part I should describe the destination, hotel brand information and affiliations.
• Summarize themain featuresof the hotel.
• When summarizing the main features - discuss what would be the rationale for the customer to book this hotel. Remember, think about various customers (not only leisure).Example: a restaurant and meeting room space is more important than an ATM machine or coffee makers in room.

Part 2: Online Rate Query

• Conduct an online rate query using theofficial hotel website. Make note of the date your are searching.
• Report and discuss the various rates provided at this hotel (i.e.. what are the rates that are offered and included in the rates and report on at least 2 different room types and rate differences).

Part 3: Telephone Rate Query

• Call the hotel and make a reservation. Using the checklist provided, analyze the quality of the reservation process. Note: Be careful: DO NOT make a non refundable reservation! Be sure to make a reservation that you can cancel (and remember to cancel it). If you cannot make a non guaranteed reservation, make note of this and evaluate the process up to the point of booking a room.
• Complete this worksheet:Reservation Worksheet
• Use same date as in Part 2 for comparison!
  • Do not guarantee the reservation! I.e. do not provide any credit card
  • Use the checklist and provide a detailed performance evaluation . Be sure to expand on what the agent did well, and what the agent could improve upon.
  • Summarize your findings in the main report,and in addition, submit the completed worksheet in the submission folder.

Part 4: Summary (10 marks)

Provide a summary comparing your online and telephone experience. Summarize what the strengths and opportunities of each channel. Provide recommendations for the hotel to improve their selling process that you have reviewed. Be careful not to repeat what was stated in Part 1 & Part 2. This section is for your conclusion and recommendations!

How to Submit your Assignment

• One report with Part 1, 2 & 3 (part 3 may be the summary and observations)
• Completed checklist of Reservation Call (with notes about your call and performance)