Featured in: The art and science of overbooking


But smart overbooking is also about how you manage guests as they arrive, said Doug Roth, founder of consulting group Playground Hospitality in Chicago, which most recently developed three concepts for the McCormick Place Hyatt, including the full-service Third Star and soon-to-open Arc Bar.

“I used to have a 20-minute rule. If it went over 20 minutes beyond the booking, you would always send — never a drink, because they probably already had one — always food, and it gives you an opportunity to let the guest try the product.”