Industry Verticals · Hospitality & Tourism

The Hotel Front Desk

Run a Friday-night shift at the Cardinal Harbor Hotel: handle a six-room overbooking, recover a 117-night Diamond loyalty guest whose room is not ready, time at-check-in upsells against a 14-deep lobby line, attempt OTA-to-direct conversions, and execute the fire-alarm SOP on a late-night pull-station activation.

4 rounds MBA & Masters English, Español
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About this simulation

Run a Friday-night shift at the Cardinal Harbor Hotel: handle a six-room overbooking, recover a 117-night Diamond loyalty guest whose room is not ready, time at-check-in upsells against a 14-deep lobby line, attempt OTA-to-direct conversions, and execute the fire-alarm SOP on a late-night pull-station activation.

Practice walked-guest priority sorting, proportionate VIP recovery, RevPAR/ADR/occupancy literacy, and SOP adherence under stress.

Who it is for

An intermediate simulation for participants who already know the core concepts of the subject, designed for master's and MBA programmes.

How a session runs

  1. The instructor creates a session from the Eureka dashboard and invites the participants.
  2. Participants play 4 rounds. In each one they submit their decisions and the simulation calculates the results.
  3. The simulation can be run in English, Español.
  4. The instructor follows each participant's progress and results from the dashboard, and uses the class results for the debrief.

Decisions participants make

The decisions participants make during the simulation:

  • Walk priority order
  • Buffer rooms at comp set (0–10)
  • Upsell target (% of check-ins)
  • Upsell intensity
  • HarborClub attempts on OTA (%)
  • Stage VIP rooms first?
  • F&B recovery credit ($)
  • Anchor recovery time
  • Log recovery in PMS Diamond tracker?
  • Initial response to alarm

Subjects covered

Designed for courses in Hospitality & Tourism.

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