Crisis Action Plan and Response
The first step of the action plan is the acknowledgement of the occurrence of the incident. The unpleasant incident involved Mr. Ward, who together with 14 other family members had booked rooms in the hotel (Amy & Kimes, 2014). Mr. Ward and his wife were not able to get their rooms when they arrived that night. He was therefore walked to another hotel to spend the night. Mr. Ward sent an email notifying the management on occurrence of the incident. The involved staff also acknowledged that the crisis involving Mr. Ward and his family had taken in the hotel (Amy & Kimes, 2014).
This involves gathering all the information and materials on the occurrence. It entails getting information both from the complainant's side and from the hotel staff. This is done by speaking to Mr. Ward and Kathy and reviewing the email that had been sent by the complainant. Speaking to Mr. Ward helps in knowing his side of the story. Speaking to Kathy also helps in getting the employees' side off the story.
[...] Ward and his wife were not able to get their rooms when they arrived that night. He was therefore walked to another hotel to spend the night. Mr. Ward sent an email notifying the management on occurrence of the incident. The involved staff also acknowledged that the crisis involving Mr. Ward and his family had taken in the hotel (Amy & Kimes, 2014). Step Two: Assessment of the Crisis This involves gathering all the information and materials on the occurrence. It entails getting information both from the complainant's side and from the hotel staff. [...]
[...] This is done by speaking to Mr. Ward and Kathy and reviewing the email that had been sent by the complainant. Speaking to Mr. Ward helps in knowing his side of the story. Speaking to Kathy also helps in getting the employees' side off the story. Kathy was able to confirm the incident (Amy & Kimes, 2014). It is also important to assess the Trip Advisor review and also look at the tweets that had been sent by Mr. Ward. [...]
[...] Step Four: Selection of the Course of Action The meeting that was held with the faculty and stuff should have yielded solutions to the problem. Based on the meeting and the research done on the best ways to handle overbooking, Colonnade will implement new policies that ensure that the patrons are not subjected to what Mr. Ward went through. Step Five: Plan for Execution This involves communicating the new polices to all the employees. The staff will also be informed on how to handle situations that arise due to overbooking based on the newly drafted and implemented policies. [...]
[...] Is the overbooking policy that is being used a good one? Is it the best policy to use? How will the incident impact negatively or positively on the reputation of the hotel? All these questions need to be answered to get a clear and detailed knowledge of the incident so as to help in coming up with a solution to the problem. Step Three: Development of the Course of Action This is stage involves communicating with all those involved in the incident. [...]
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