Looking Back

Hotel Registration

Name

Institution

Briefly describe a hotel with which you are familiar and make at least one recommendation for improvement regarding its registration procedure

I am familiar with medium sized hotels that have guest capacity that is between 100 and 200. This capacity is achieved when all guest rooms are occupied. The hotel has small swimming pool at the top of the roof. It has a restaurant, which allows guests to dine freely. The restaurant can hold approximately 300 or more. The hotel offers high-quality service to all guests. It is relatively expensive compared to motels but cheaper than the huge hotels.

The registration process in the hotel is relatively fast. It has friendly people in the front office who are very welcoming. However, the registration process in the hotel requires one major improvement. It takes so much time for the hotel to process one person because of the many questions that they have to ask during registration. Personally, I tend to believe some of the questions are irrelevant. The management should reduce the amount of time taken to register by eliminating unnecessary questions (Reid & Bojanic, 2010). One should respond to questions relating to payment and room preferences only.

Beside those discussed in Chapter 8, come up with a way to mitigate the frustration customers feel when they need to wait at registration. Please be as creative as you like.

The frustration can be mitigated by advocating self-service. Self-service would reduce the amount of guests who come at the front office for inquiries. The frustration for waiting can be mitigated by offering distractions for the people via entertainment and drinks. The hotel should provide the drinks as a welcoming gift. Offering people drinks will make them feel the management cares. They would assume the management is working hard to ensure they do not have to wait.

References

Reid, R. D., & Bojanic, D. C. (2010). Hospitality marketing management. Hoboken, N.J: John Wiley & Sons.