HM 311 Lecture Notes - Lecture 5: Fax, Overselling, Damages

• School: JMU
• Department: Hospitality Management
• Course: HM 311
• Professor: william Frye

Document Summary

We sell a memorable experience through service, not a product. Guaranteed (credit card, prepayment, travel agent, advance deposit, corporate, direct bill) or non- guaranteed reservations (may be cancelled after the release hour) Sources of reservations: central reservations systems/ office (crs, cro, affiliate reservations network, non-affiliate reservations network, global distributions systems, property direct. Identify the callers needs: greet the caller, explain how the hotel can meet those needs, recommend, respond, and adjust, close the sale, gather the necessary information, thank the caller. If traveling for business reasons, company is probably paying- can charge more. Leisure they pay the bill themselves and more price sensitive. Legally speaking: a hotel reservation is an enforceable contract, guaranteed or non-guaranteed, there has been minimal litigation on topic, compensatory damages are minimal; punitive damages are not permitted, basically litigation is not practical. In most cases, it is not an issue of whether the hotel should pay, but how much.