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Marriott Pinnacle Vancouver

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by

Claire Nie

on 8 April 2015

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Transcript of Marriott Pinnacle Vancouver

Services
Target market
Amenities&meeting space

Marriott Pinnacle Downtown Vancouver
Front Office Operations:
Challenges and Rewards


Room types
Marriott Rewards
VIPs
Duties of Front Office Manager
"Customer service is not for everybody. It's a very stressful job..."
Expedia
Priceline
Hotel
Reservation Issues
Work Schedule
Reports & Meetings
Customers' Reviews
(48 hours to respond)
Employees' qualification & Training Programs

Central Reservation System
(telephone, mail, website, fax)
Other distribution channels
(TA, wholesalers, merchant sites, and opaque sites) and their relation to occupancy rate
Types of reservation
(guaranteed, groups, tours (Passkey software), corporate

Check-in and check-out procedures
Room rates and promotional packages

Overbooking situation ("it's a business")
Elegant Impeccable Luxury
Guests

Front Office manager
Front Office
Housekeeping
Front Desk
Agents
At Your Service (AYS)
(switchboard operators)
Bellman
Concierge
Housepersons
Laundry team
Night cleaners
younger staff
older staff
turnover:
5-6 per year
turnover:
1-2 per year
300 check-ins and 300 check-outs per day
Based on the interview with
Sean Outerbridge
Senior Operations Manager

to be #1 lodging property in the world
Take care of associates and they will take care of the customers
PINNACLE
MARRIOTT
Hotel's classification
handle uncertainty
skilled in thought process
why they are here
Employees
Finances
evaluation
positive impact
rely on team
Erik Liao; Claire Nie; Kate Kurovskaya; Yvette Zheng
Conclusion
Recommendations
under reservation details make a note for guests that there are two Pinnacle hotels at the same location (Marriott and Pinnacle)
include free WI-FI into premium room rates
upgrade CRS as it is DOS based and old
reduce turnover among front desk employees to secure smooth and effective cooperation between housekeeping and front office departments











Full transcript