Hospitality Heroes: Mastering Overbooking Challenges

High School Grade

Project
4 weeks

Hospitality Heroes: Mastering Overbooking Challenges

Michael Petty

Purpose

The purpose of this project is to equip high school students, particularly those on the spectrum, with practical customer service skills by tackling real-world challenges faced by the hospitality industry. Students will learn to develop and implement inclusive strategies for managing unexpected situations, such as hotel overbookings, ensuring guest satisfaction while fostering a supportive work environment. Through collaboration with community partners and hands-on experiences, students will gain valuable insights into the impact of employees with disabilities on business operations and problem-solving beyond their defined roles.

Learning goals

Students will develop skills in customer service, focusing on communication, problem-solving, and adaptability during high-pressure situations. They will learn to create inclusive strategies that accommodate diverse needs, integrating insights from community partners and real-world experiences. Through collaboration and reflection, students will explore the impact of employees with disabilities on business operations and devise innovative solutions for managing unexpected challenges like hotel overbookings.

Standards

Common Core - CCSS.ELA-LITERACY.CCRA.W.7: Conduct short as well as more sustained research projects based on focused questions, demonstrating understanding of the subject under investigation.
Common Core - CCSS.ELA-LITERACY.CCRA.SL.4: Present information, findings, and supporting evidence such that listeners can follow the line of reasoning and the organization, development, and style are appropriate to task, purpose, and audience.
Common Core - CCSS.MATH.PRACTICE.MP4: Model with mathematics.

Products

Students will create a comprehensive customer service guide tailored for employees with disabilities, detailing strategies for managing overbookings and ensuring guest satisfaction. They will develop role-play scenarios and scripts for effective communication during high-stress situations, which can be used for training purposes. Additionally, students will produce a presentation showcasing innovative solutions and a plan to accommodate all guests during overbooking challenges, which will be shared with community partners for feedback and potential implementation.

Launch

Begin the project by transforming the classroom into a mock hotel lobby, complete with a front desk and guest arrival area. Students will role-play as hotel staff and guests, experiencing firsthand the challenges of managing an overbooking situation. This immersive activity sets the stage for understanding customer service dynamics and sparks discussions on innovative solutions to handle such crises.

Exhibition

Students will host a simulated hotel lobby event, showcasing their customer service strategies to community partners, including hotel representatives and local business leaders. They will present their comprehensive plans for managing overbookings and demonstrate role-play scenarios that highlight effective communication techniques. The exhibition will also feature a panel discussion with students sharing their insights on inclusivity and the impact of employees with disabilities in problem-solving. Attendees will have the opportunity to provide feedback and engage in discussions about real-world applications of the students' solutions.

Week 1	Day 1	Day 2	Day 3	Day 4	Day 5
Activities	Activity 1: Introduction to Hotel Operations - Students will participate in a guided discussion about hotel operations, focusing on the roles and responsibilities within a hotel setting. They will watch a short video clip on hotel management and discuss the daily challenges faced by hotel staff.	Activity 2: Understanding Overbookings - Students will engage in a case study analysis of a hotel overbooking scenario. They will work in small groups to identify potential problems and brainstorm initial ideas for solutions, considering various perspectives including guests, staff, and management.	Activity 3: Role-Playing Overbooking Situations - Transform the classroom into a mock hotel lobby. Students will role-play as hotel staff and guests, simulating an overbooking situation. They will practice handling guest concerns and ensuring guest satisfaction through effective communication.	Activity 4: Guest Speaker Session - Invite a representative from a local hotel to speak about the realities of managing overbookings and share customer service strategies. Students will prepare questions beforehand and participate in a Q&A session to deepen their understanding.	Activity 5: Reflective Discussion - Students will reflect on their role-playing experience and guest speaker insights, discussing what strategies worked, what didn't, and how they might apply these learnings to develop inclusive customer service plans.
Deliverables	1. Deliverable 1: Group Presentation - Each group will present their analysis of the overbooking case study, including identified problems and initial solution ideas. This will be shared with the class for feedback.
Preparation	1. Prep Task 1: Arrange for a guest speaker from a local hotel to discuss overbooking management and customer service strategies. 2. Prep Task 2: Set up the classroom to resemble a hotel lobby for role-playing activities, including a mock front desk and seating area. 3. Prep Task 3: Prepare video and case study materials related to hotel operations and overbooking scenarios. 4. Prep Task 4: Provide students with guidelines and rubrics for their group presentation deliverable.

Week 2	Day 1	Day 2	Day 3	Day 4	Day 5
Activities	Activity 1: Understanding Customer Needs - Students will participate in a workshop led by the local Chamber of Commerce focusing on customer service best practices. They will learn about the importance of understanding and meeting customer needs, especially during overbooking situations.	Activity 2: Developing Inclusive Strategies - Students will collaborate with a local disability advocacy organization to create inclusive customer service strategies. They will engage in workshops to learn communication and accommodation techniques, ensuring their strategies are accessible to all guests.	Activity 3: Role-Playing Communication Techniques - Students will practice role-playing scenarios where they must communicate effectively with guests experiencing overbooking. They will focus on using inclusive language and empathy to resolve issues and ensure guest satisfaction.	Activity 4: Mentorship Session - Students will connect with mentors from a nearby university's hospitality management program. They will discuss real-world problem-solving strategies and receive feedback on their inclusive customer service plans.	Activity 5: Reflective Journal - Students will maintain a journal reflecting on their learnings from the workshops, role-playing, and mentorship sessions. This will help them identify areas for improvement and solidify their understanding of inclusive customer service.
Deliverables	1. Deliverable 1: Inclusive Strategy Proposal - Students will submit a written proposal outlining their inclusive customer service strategies for handling overbookings. This proposal should incorporate insights from workshops and mentorship sessions. 2. Deliverable 2: Role-Play Script - Each student group will create a script for a role-play scenario, demonstrating effective communication and problem-solving techniques during an overbooking crisis.
Preparation	1. Prep Task 1: Coordinate with the local Chamber of Commerce to schedule the customer service workshop and ensure materials are prepared for students. 2. Prep Task 2: Arrange collaboration with a local disability advocacy organization to facilitate workshops on inclusive communication and accommodation techniques. 3. Prep Task 3: Set up mentorship sessions with the nearby university's hospitality management program, ensuring mentors are briefed on the project goals and student needs. 4. Prep Task 4: Provide students with guidelines for their inclusive strategy proposal and role-play script, including rubrics for assessment.

Week 3	Day 1	Day 2	Day 3	Day 4	Day 5
Activities	Activity 1: Design Thinking Workshop - Students will engage in a design thinking session to brainstorm and prototype innovative solutions for preventing overbooking situations. They will work in teams to identify root causes and develop creative methods to address these issues.	Activity 2: Guest Satisfaction Focus Group - Collaborate with a local hotel to conduct a focus group with real guests (or actors playing guests) to gather insights on what makes a satisfying hotel experience, especially during overbookings. Students will take notes and analyze data collected during this session.	Activity 3: Iterative Testing and Feedback - Students will present their prototypes from the design thinking session to peers and mentors. They will conduct small-scale tests of their solutions using role-play scenarios, gathering feedback for improvements.	Activity 4: Developing Communication Materials - Students will create posters, leaflets, or digital materials that communicate their customer service strategies and solutions. These materials will be designed for hotel staff to use during overbooking crises.	Activity 5: Reflection and Peer Feedback - Students will engage in a reflective session to discuss their learning journey, focusing on how their understanding of customer service and inclusivity has evolved. They will provide constructive feedback to peers on their communication materials.
Deliverables	1. Deliverable 1: Prototype Solutions - Each team will submit a prototype of their innovative solution for preventing overbookings, along with a brief explanatory report. 2. Deliverable 2: Communication Materials - Students will produce at least one piece of communication material (poster, leaflet, or digital content) aimed at helping hotel staff manage overbooking situations effectively.
Preparation	1. Prep Task 1: Arrange the design thinking workshop, ensuring materials such as sticky notes, markers, and large paper are available for students. 2. Prep Task 2: Coordinate with a local hotel to facilitate the guest satisfaction focus group, ensuring participants understand the educational context. 3. Prep Task 3: Prepare guidelines and rubrics for the prototype solutions and communication materials, providing clear expectations for students. 4. Prep Task 4: Set up opportunities for iterative testing by arranging peer review sessions and inviting mentors to provide feedback on student prototypes.

Week 4	Day 1	Day 2	Day 3	Day 4
Activities	Activity 1: Finalizing Customer Service Guide - Students will consolidate their learning and previous work to finalize a comprehensive customer service guide tailored for employees with disabilities. This guide will include strategies for managing overbookings, ensuring guest satisfaction, and accommodating diverse needs.	Activity 2: Role-Play Rehearsal - Students will engage in a rehearsal of their role-play scenarios, focusing on effective communication and problem-solving techniques. They will refine their scripts and practice delivering their scenarios confidently.	Activity 3: Exhibition Preparation - Students will prepare for the simulated hotel lobby event, setting up displays of their prototypes, communication materials, and customer service guides. They will organize their presentation areas and rehearse their speaking points.	Activity 4: Exhibition and Panel Discussion - Students will host a simulated hotel lobby event, showcasing their customer service strategies and engaging with community partners. They will present their comprehensive plans, demonstrate role-play scenarios, and participate in a panel discussion, sharing insights on inclusive strategies and the role of employees with disabilities in problem-solving.
Deliverables	1. Deliverable 1: Comprehensive Customer Service Guide - A finalized guide that includes strategies for managing overbookings and ensuring guest satisfaction, tailored for employees with disabilities. 2. Deliverable 2: Exhibition Presentation - A presentation and demonstration of the students' innovative solutions, role-play scenarios, and communication materials during the simulated hotel lobby event.
Preparation	1. Prep Task 1: Ensure all materials and equipment are available for the exhibition, including display boards, digital projectors, and any necessary props for role-play scenarios. 2. Prep Task 2: Coordinate with community partners and guest attendees for the exhibition and panel discussion, ensuring they are briefed on the event schedule and student presentations. 3. Prep Task 3: Provide students with feedback on their customer service guides and role-play scenarios, helping them refine their work before the exhibition. 4. Prep Task 4: Arrange the event space to simulate a hotel lobby, including setting up presentation areas and ensuring accessibility for all participants.