hotel

1. Assessment task 2 – Case study
Question1
List three internal records you might first review when seeking to understand the current
position of the relationship between the hotel and their corporate clients?
 Occupancy Forecast Report. This document will allow me to understand the extent of
sales that will be generated from the possible room occupancy
 Reservations List (Pencil- Booked) or Booking System. This document will show me
which are the corporate clients who are most likely to check in the hotel for the upcoming
months.
 Memorandum of Understanding with Stakeholders/ Partners. This Memorandum will
present the effectivity, guidelines, and conditions of providing hotel usage reward to
excellent performing corporate clients.
Question 2
After reviewing the hotels internal records, you decide there is insufficient information
available about these clients for you to make any genuine informed decisions about action
to take to secure advanced bookings: what three actions might you take to proactively seek
the information you need?
 Review the Memorandum of Agreement. If there is a need to renew it, to foster a better
relationship with hotel partners, then the MOA signing must push through. If the MOA
is still in effect, a call or two to the company for a follow up and follow through if the
advanced bookings are still secured.
 Initiate more corporate client bookings and partnership. A combination of renting a
ballroom, conference hall, meeting room, plus "free" rooms and usage of a few amenities
would look like a good deal. The Marketing Unit might be of good help to boost this up.
This will reflect on which companies or corporations are still "hooked" with the services
being given by the hotel. It serves as a guarantee if the partnership is still intact.

2.  Make the calls for booking confirmation and reorganize or upgrade all the perks that
comes through with the booking. Special add-ons might attract the corporate to add more
slots to be booked.
Question 3
When meeting with representatives of established corporate clients to maintain the sound
relationship that already exists, what are three examples of topics you might raise as the
focus for discussions when seeking to foster/maintain the relationship but also secure
additional forward bookings?
To maintain this positive corporate relationships, I will start with the following three topics:
 The quality of our service provided to them in previous bookings and reservations: We
can begin by kindly asking them how their experience has been with us, and how
pleasant it was to serve them in previous years. So as to build some confidence and
rapport in order to begin a friendly conversation.
 Our current improvements in customer service or additional benefits that we now offer:
It is always important to constantly innovate, and as a Hotel we must implement new
features, benefits, and add more characteristics that make customers' stay much more
rewarding both for them and us. For this reason, this topic can be of interest to our
corporate clients.
 Discounts and special preferences for repeat customers: This may be a topic of much
more interest to them as they can repeat their stay and schedule their events with us by
providing those discounts for anticipation and also reward them with added benefits for
their repeat business. Perhaps we can offer them VIP suites at the price of regular suites.
We want to make sure to get their business again and this topic can spur great
conversation with them.

3. Question 4
Describe three standard techniques you might initiate to ensure the hotel honors the
existing agreements including all applicable terms and conditions it has with their
corporate clients?
 One technique would be to provide a guarantee for our corporate clients, this as a
contract to ensure that we give them priority over other guests in regards to filling up the
suites.
 The second technique would be to provide corporate customers with the possibility of
postponing their events and stays at our hotel with no fees to be charged for cancellation
or for postponing their reservations.
 Finally, a third technique would be to negotiate with suppliers to provide us with greater
quality food and refreshments, so as to provide our corporate customers with added value
and VIP treatment during their stay.
Question 5
What are three examples of agreed performance indicators corporate clients may be
obliged to meet as part of the arrangement they should honor with your hotel?
Some useful KPIs would be:
- A minimum reservation quota for our hotel suites throughout the year.
- A minimum quota for events to be held in our Hotel throughout the year, guaranteeing that we
will host them and receive revenue even if they postpone them later.
- We will commit to providing the best customer service and ask them to provide reviews on
our social media pages and on the Google platform, as they post reviews we will know for sure
that they used our hotel suites and we will have further information to improve our hotel services
in the future.

4. Question 6
What are three examples of agreed performance indicators the complex may be required
to achieve for corporate clients with whom they have formal agreements?
Key performance indicator refers to a quantifiable measure used to evaluate the success of an
organization, employee etc. in meeting objectives for performance. A key performance indicator
is a measure value that demonstrates how effectively a company is achieving key business
objectives. Organizations use key performance indicators at multiple levels to evaluate their
success at reaching targets.
Step-by-step explanation
Customer service
Customer satisfaction is one of many key performance indicators that businesses, whether for
profit, nonprofit, public or private routinely measure. Customer satisfaction is a vital sign for
the business improvement as well as improving the overall progress of the business. In this case,
the business is aiming at fostering and maintaining a positive business relationship with their
corporate client as an agreed performance indicator.
Rewards and incentives
The basic idea of linking a compensation plan to key performance indicators is simple. It is
usually done by tracking the performance of the employees and if they are performing well, give
them a bonus that is supposed to motivate them to deliver even better results. From the scenario
above, the business is using the hotel as rewards for their employees who hit sales targets or
goals and as incentives for other businesses to spend big, switch or stay loyal to their
organization, this is an essential agreed performance indicator.
Sales and Marketing
Marketing as a key performance indicator are the specific, numerical marketing metrics that
organizations track in order to measure their progress towards a defined goal within the
organizational marketing channels. From the scenario above, sales and marketing comes out
clearly as an agreed performance indicator, as stated that, while the current occupancy and
revenue figures are achieving projected targets, there is some more concern about advanced
booking six-to-twelve months out and, given the current local downturn in the economic
situation the business requires to revisit the corporate client market segment with a view to
confirming the booking.

5. Question 7
Your research shows corporate guests at the hotel feel upset when informed local
sightseeing tours are not included as part of the package they are receiving, and get
annoyed at having to pay for these extras themselves:how might you address this situation
for mutual benefit?
First step is to revisit the current services and offerings, and do an intensive review of the
packages being offered at the Elia Hotel. Evaluate feedback received from past and current
corporate clients to assess areas of strength and weaknesses. It is also best to conduct a detailed
survey for both new and old customers availing of the package/s under review. After gathering
all data needed, it is time to devise or recalibrate a plan that will mutually benefit the company
and its clients.
Step-by-step explanation
The frustration of the current customers may actually be coming from miscommunication,
seeing how they "thought" that local sightseeing tours are included in the package. One course
of action could be step-changing the way these packages are communicated, and being upfront
about all package inclusions. Being transparent not only manages the expectations of your
guests, but saves you a lot of time having to explain more yourself.
Another direction you could go is to determine the individual costs of the package per line item,
and then identify which can be waived or removed, to make way for the local tours. Since this
is something that the guests really look for, it can be considered one of the 'standards' included
in the package. It's best to reevaluate the inclusions as well, since there are some items which
may not fancy or are not that valuable to your customers.
Let's take this, for example: complimentary dinner at the lobby -- Check the behavior of the
guests, are most of them willing to line up at a buffet and enjoy free dinner c/o the hotel, or
maybe the more common behavior is that guests prefer to look for local restaurants catering to
a specific cuisine? If that's the case, it's good to reconsider the complimentary dinner and replace
it with something more of value -- which, let's say in this case, are the local sightseeing tours
Alternatively, you can also level it up and provide a better (or more premium) experience by
offering the local sightseeing tours for an added (but worth it) price. Let's say the standard
package only has a few inclusions, but when you pay this certain amount, it will include an
exclusive/private tour with all-day activities and local cuisine. Something like that will show

6. customers and potential guests the value for money they can get when they purchase the
package.
At the end of the day, while taking care of your business, it's also very important to listen to the
feedback of your guests/customers. These are only a few of the strategies you can apply in
expanding the hotel and exceeding revenue targets, whatever season of the year. Let me know
if there's anything unclear to you, or if you have further questions.
Question 8
What three ways might you make workers at the hotel aware of the contents of a
new/revised agreement that has been entered into with a corporate client?
 Sending the revised agreement through email
 Hold the meeting by announcing the agreement
 Provide a way to seek information about the contracts if they are unsure
Question 9
List four opportunities to maintain regular contact and nurture relationships with
customers and suppliers.
 Industry function
 Social Media
 Telephone Contact
 Email contact