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Scenario: You are the front office manager of a 500-room full service downtown hotel. You come in in the morning and the hotel is overbooked by 50 rooms.
To Consider but provide your own thoughts too: What do you do? What are some of the steps you need to take to ensure a pleasant experience for the guests? Will all guests be staying at your hotel? How do you appease disappointed guests? How do you decide who will stay and who will be walked? How do you protect the revenue for the hotel? What procedures should be in place for this kind of situation?
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