Ana Chavarria, front office manager of The Times Hotel, and Lorraine DeSantes, the hotel's director of marketing, learn that their city will be hosting the next Olympic Games. The city council and the tourism board are planning to meet to work on a program to ensure that quality service will be delivered by all agencies, private and commercial, to the many guests. There will be individual groups (hotels, restaurants, public transportation, etc.) that will meet and decide on a course of action. Margaret Chu, general manager of The Times Hotel, wants Ana and Lorraine to represent the hotel on the Hotel Hospitality Commission, Since the next games are several years away, there is ample time to involve various constituencies in developing a plan for implementation. After a few meetings with the commission, the group feels it should break into smaller teams to discuss developing specific components of delivering quality service. Ana and Lorraine are heading the "Service to the International Visitor" planning team. What suggestions would you give Ana and Lorraine as they lead this team? Prepare an agenda for the first meeting of their team.
Ana Chavarria, front office manager of The Times Hotel, and Lorraine DeSantes, the hotel's director of
marketing, learn that their city will be hosting the next Olympic Games. The city council and the tourism
board are planning to meet to work on a program to ensure that quality service will be delivered by all
agencies, private and commercial, to the many guests. There will be individual groups (hotels,
restaurants, public transportation, etc.) that will meet and decide on a course of action. Margaret Chu,
general manager of The Times Hotel, wants Ana and Lorraine to represent the hotel on the Hotel
Hospitality Commission, Since the next games are several years away, there is ample time to involve
various constituencies in developing a plan for implementation. After a few meetings with the
commission, the group feels it should break into smaller teams to discuss developing specific
components of delivering quality service. Ana and Lorraine are heading the "Service to the International
Visitor" planning team.
What suggestions would you give Ana and Lorraine as they lead this team? Prepare an agenda for the
first meeting of their team.
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