Since so many of us rely on reservations made through the Oberoi reservation center, it is very important that the staff knows what we want and what will help us get what we want. It is also important to trust the people working there with our reservations. Most of us try to use names we know, but do not always have a good sense of their abilities or training.
The idea of this case study solution was to understand how this organization functions and how the process works. I took one hotel reservation to the general manager and then later that same afternoon by phone, she was able to give me a detailed explanation as to why my reservation had been made.
The first step to understanding the organization’s mission is to know how the reservation was filled. If it was done without a reservation number, it does not matter whether you call that person or an agent to come and fill it out because they are not trained for such actions.
The next step in understanding what happens at Oberoi is to take a look at the complete process of buying a hotel reservation. This includes filling out information that seems like it should be easy, but turns out to be something that only a trained professional can do.
There are times when people fall behind on their bill and they miss payments for weeks before their next payment date, in which case you need to do something to resolve it before it gets to that point. Therefore, the manager needs to be able to process all of your requests right away so you don’t lose any of your money.
With the help of the management staff, an agent can do a full check to make sure all of the details are correct and ready to go before you make your hotel reservation. For example, the front desk representative will need to know the address and contact information, especially if you are calling from an overseas phone.
The whole process can be accomplished with one phone call, if you know the answering machine extension for your particular provider. Then, when you make your hotel reservation, you need to call the hotel directly to make sure everything is properly handled.
One of the most powerful ways to understand how Oberoi operates is to see how they provide their customers. This includes how they do things to keep people coming back and what makes a customer to stay with them.
What we know about the business of staying in a hotel room is that people often do not remember exactly what they wanted when they were going to come in. When people go into a hotel, they look around and figure it out, so it would be important to have an agent that helps them be prepared and make the best decisions they can.
Having an expert customer service agent that specializes in hotel information makes a difference in how well the customer can be accommodated. In addition, the hotel manager needs to know that the agent can provide detailed data and help with how best to process an order.
It is one thing to know how to help a guest book a room or a reservation, but it is another thing to know how to have a positive experience at a hotel. With Oberoi Hotels, it is an affordable place to be sure to provide an experience that will leave a lasting impression.