He also asks caroline if the front desk upsells

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He also asks Caroline if the front desk upsells. Caroline tells John they did before she got there, and she was told it wasn’t very successful. John asks Caroline to develop a plan to improve the speed of check-in and also to upsell guestrooms. Discussion Questions 1. What are the front desk procedures Caroline should look at to speed the check-in process? What other departments should Caroline be working with on this plan? 2. What measures can Caroline recommend to start and sustain an upselling program at the hotel? 3. How can Caroline help her front desk agents to recognize an upselling opportunity? 4. What procedures can Caroline put into place to be sure proper credit is established for each guest, while not slowing down the registration process? Case Number: 3325CC The following industry experts helped generate this case: Richard M. Brooks, CHA, Vice President-Op rations, Bridgestreet Accommodations, Inc., Cleveland, Ohio; and Michael L. Kasavana, Professor, The School of Hospitality Business, Michigan State University, East Lansing, Michigan. This case also appears in Case Studies in Lodging Management (East Lansing, Michigan:Educational Institute of the American Hotel & Motel Association, 1998), ISBN 0-86612-184-6.
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  • Fall '08
  • Staff
  • Lansing, Michigan, Bartlett House, Caroline Kramer

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