I haven’t received my conference badge yet, and I am already experimenting the power of Operations Research, and in particular of Revenue Management,… unless it is Poor Management?
The Hilton Garden Hill, in which I was supposed to stay, overbooked its rooms for tonight and had to relocate me in a remote hotel. I am personnally open to this kind of tactics (I am doing research on revenue management after all, and the airline industry has done a great job at educating us that this was “normal”). What I find disappointing was, however, the poor service recovery when the hotel registration clerk realized that the hotel was overbooked. Although RM has done a great job at maximizing hotels’ revenues, there is still room for improvement in terms of customer service. Perhaps putting the customer experience back into service operations would be the next hot topic of this conference?