The revenue manager at the 133-room Big Bluff Bunkhouse Hotel noticed that, based on information from the past several years, there was a trend in the first week of September: it was quite common on Monday, Tuesday, and Wednesday nights for four or five guests to cancel at the last minute or just not show up. Therefore, this year the revenue manager made a decision to accept 138 reservations to ensure filling every guest room. This business approach is referred to as , fill in the blank,.

Over the past year, three of the star salesmen at family resorts international's corporate office have been lured away to competitors. on top of that, karina, the general manager of the sales department, has noticed that most employees come in, do their jobs, and leave. family resorts offers a good salary, benefits, and tuition reimbursement, as well as a number of development and training programs. most employees seem contented enough, but karina would like to do something to increase the level of engagement among her staff. what do you think karina should do?