Presented by Harmanraj Sindhu And Rapeepan Noppornprom

 Journal of Revenue and Pricing Management, March 2011, Volume10, Issue2, P

 She is a professor of Operations Management at School of Hotel Administration.  She served as interim dean of the Hotel School from  She served as the school’s director of graduate studies from  She teaches restaurant revenue management, yield management and food and beverage management.  She holds the Singapore Tourism Board distinguished Professor in Asian Hospitality Management.

 She has done lots of research interest.  Published over 50 articles in leading journals.  Served as a consultant to many hospitality enterprises around the world.  Earned her Doctorate in Operations Management in 1987 from University of Texas at Austin.  M.B.A., New Mexico State University  M.A.P.A., University of Virginia  A.B., University of Missouri

 4 basic ways  The traditional telephone method  Call centers  Online or mobile through their own website or application  Online or mobile through general third-party reservations sites or applications.

 It give the restaurant more control over the way they take bookings.  It allows them to have a personal connection with their customers.  During the busy times, it maybe difficult to take the reservation.  It may be seen as problematic from the customer perspective.

Telephone reservation can be handled by having their customers call the dedicated reservation call center

 available since late 1990s.  have grown in importance and acceptance over the years.  For example, OpenTable.com  90% share of the US online restaurant reservation market.  approximately 5 millions seats dinners per month.( OpenTable Corporate Presentation, 2010; Severman,2010)  OpenTable, UrbanspoonRez or restaurant website

 OpenTable or UrbanspoonRez  offer reservation at a number of restaurant and show customers the availability of reservation at the times.  Pros  is very easy to make, can make 24/7 a day, will get the confirmation.  Restaurant operators can put their table inventory online.  Cons  loss of personal connection with the restaurant.

 In addition, these sites offer additional services that maybe beneficial to the restaurant such as  electronic reservation books,  guest history systems and  table management

 Restaurant develop their own website for the convenience of their customers.  But also control the restaurant information that provided to the customers.  While the personal connection is not high if compare to call center method  But it is higher than achieved through the third-party sites.

 Customer preferences  Incrementality of business and  Other ancillary services such as electronic reservation books, guest history system and table management.