You are to assume the role of the event services manager for Hotel Heights, a new hotel property that opened last month. The banquet manager has alerted you to an issue that will directly affect an event taking place in one of the hotel’s meeting rooms and needs you to resolve the issue.
Hotel Heights opened last month in a district that houses many businesses including the local chamber of commerce. The chamber booked a meeting in one of Hotel Heights’ meeting rooms that holds 50 people. The lunch time planning meeting involves a taskforce of local business leaders charged with putting together the chamber’s annual awards gala.
Your team has been excited to host the taskforce as it gives the hotel a chance to showcase its features to potential clients. The taskforce will utilize meeting space, use the hotel’s a/v service and has ordered lunch from the banquet menu to be set up buffet style. The lunch order consists of 10 Hotel Heights specialty artisan pizzas with various toppings, three large family sized salads and individual cans of soda or sparkling water.
The banquet manager has alerted you that there was smoke in the hotel kitchen and a fire inspector was called to investigate. The kitchen will need to be shut down for the next several hours. While the salads were already prepped and in the refrigerators, the pizzas were not yet constructed as they are made fresh. The order for 10 specialty artisan pizzas will not be available for the meeting in 2 hours. No additional food can be prepped or cooked until the inspection is over.
The banquet manager has asked you to resolve the issue and determine how the situation should be communicated to the chamber client and to the meeting guests. The response must include:
- Strategies for resolving the situation
- Importance of meeting and exceeding client expectations
- How excellent customer service can influence business relationships
- Methods to effectively communicate the situation and resolution to client and guests
