Problem
Check and read this article entitled "Leadership lessons learned from being a guest when the hotel was overbooked" by Doug Kennedy (President of the Kennedy Training Network, Inc. a leading provider of hotel sales, guest service, reservations, and front desk training programs and telephone mystery shopping services for the lodging and hospitality industry.)
A. What is overbooking? When and how does this happen?
B. What are the negative impacts of overbooking? Enumerate 3 and explain each.
C. Could you say that lack of leadership can lead overbooking situation in a worst scenario?
D. How does overbooking affect the other departments aside from front office? Are they also responsible when overbooking occur?
E. What are the 3 lessons who learned from this article? Integrate these with the lessons discussed.