Cases For Publication (UCWC103)


Rohaizah Abd. Latif

This case discusses the issue of Room Division. The Room Division comprises of the front office, reservation, housekeeping, concierge, guest services, security and communications. Reservations represent the first point of contact for the guest or person making the reservation with the hotel. It is crucial for the receptionist to ensure that all information and guests' preference are noted down and registered in the computer reservation system, in order to 'surprise' the guest upon checking in.