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Caselet: The Hotel Personnel's Dilemma
Questions:
You are a sales account executive of a 5-star hotel located along with a busy city. Your new hotel, belonging to an international chain, is enjoying brisk business. You are given a confirmed appointment to see the conference from the chairman of a major marketing association and discuss in detail their two to three-day conference requirements. There are 600 marketing executives from different companies who are expected to attend the one-year conference. You failed to show up during your appointment without prior notice with reasons unknown to your prospective client. The tentative bookings made by this client for the next two years, including a possible international conference, were immediately canceled, and a complaint letter was sent to your hotel's general sales manager.
1. What would you do to appease your customer? Justify your answer.
2. You are the general sales manager who got a complaint letter. What would you do to rectify the mentioned situation?
3. Suppose the unfortunate event was publicized by a columnist in a well-circulated business newspaper. What would you do to counteract that bad publicity? Identify every step you will take and justify your answer.
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