Reference no: EM133331931

Sofianna Pastrana accepted a GM's position offered by a hotel manage- ment company at a property with great staff and a high occupancy rate that consistently met budgeted rev- enue and profit goals. The previous GM had retired and had left Sofianna with an excellent property with which to develop the skills he learned as the assistant GM at his previous property.

Within a week on the job, Sofianna had the opportunity to make some deci- sions that would help set the pace for the staff's attitude toward guest service.

"Here's the situation," said the front-office manager. "The couple in our bridal suite was supposed to check out at noon today. Their wedding gen- erated about twenty sold guest rooms for their relatives, and the bride's father spent several thousand dollars on their wedding reception in our ballroom yesterday."

"Well," said Sofianna, "Sounds like the event was a big success. I hope they feel the same way."

"Yes, they do," replied the front-of- fice manager. "The problem isn't them-it's the weather. All outbound flights are delayed-they'll probably be canceled-because of the snowstorm we're having. I don't think the wedding couple really cares; they're enjoying our hotel. In fact, the groom just called to let me know they wanted to stay an addi- tional night (tonight) because they can't get out of town. He's looking for a good deal on the room rate."

"No problem. Let's give him a good rate," said Sofianna

"That's the problem!" said the front-office manager. "Another couple living here in town will have their recep- tion at our property tonight and booked the bridal suite for this evening. It's our only bridal suite, and it looks like we're going to have tonight's arriving couple they can't tell them we didn't give them ding night!" very mad at us. I hope they don't have lots of friends in the community ... so they can't tell them we didn't give them the room they reserved for their wedding tonight!"

"Well," said Sofianna, "Let's think about this. I wonder if there's a way to please both couples rather than to disappoint one of them. Let's put our heads together and see if we can think of something."

1. What might the hotel offer to the couple currently occupying the bridal suite to encourage them to move to another room?

2. What might the hotel offer the arriving couple as an incentive to select another room?

3. What would you recommend Sofianna to do to solve this dilemma?