Lines at the hotel front desk : a case for effective capacity management /
This case study addresses some of the problems that hotel service providers face in managing wait times for guests during high demand periods. Nobody likes to wait in line, however, scientists estimate that we spend 2-3 years waiting in line during our lifetime (Pullman & Rodgers, 2010). Hotel m...
| Main Authors: | , |
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| Format: | eBook |
| Language: | English |
| Published: |
London :
International CHRIE,
2020.
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| Series: | SAGE business cases.
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| Subjects: | |
| Online Access: | Connect to the full text of this electronic book |
| Summary: | This case study addresses some of the problems that hotel service providers face in managing wait times for guests during high demand periods. Nobody likes to wait in line, however, scientists estimate that we spend 2-3 years waiting in line during our lifetime (Pullman & Rodgers, 2010). Hotel managers' continued efforts should be to minimize the actual wait time and the perceived wait time for the guest. Actual and perceived wait times can negatively impact guests' engagement and overall satisfaction. At the front desk, some guests may want the full check-in experience, some may want an abbreviated check-in experience or others may want to bypass the front desk altogether. Certainly, there are many options available for hotel managers to try to manage customers' service expectations, first impressions, and wait times, and to mitigate guests' disappointment and frustration. Technology has also provided several tools that can assist in this capacity management process. As a result, hotel managers must determine what tools and resources they will utilize to address queuing issues at their individual hotels, and to improve wait and perceived times in order to accommodate guests' expectations. |
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| Item Description: | Originally Published In Nalley, M. & Bufquin, D. (2020). Lines at the Hotel Front Desk: A case for effective capacity management. Journal of Hospitality & Tourism Cases, 8(4), 22-33. |
| Physical Description: | 1 online resource : illustrations. |
| Bibliography: | Includes bibliographical references and index. |
| ISBN: | 9781529798975 1529798973 |