Ana Chavarria, front office manager of The Times Hotel, and Lorraine DeSantes, the hotel’s director of marketing, learn their city will be hosting the next Olympic Games. The city council and the tourism board are planning to develop a program to ensure the delivery of high-quality service by all agencies, private and commercial, to the many guests. Individual groups (hotels, restaurants, public transportation, etc.) 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. Because the 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 high-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 team’s first meeting
Ana Chavarria, front office manager of The Times
Hotel, and Lorraine DeSantes, the hotel’s director of
marketing, learn their city will be hosting the next
Olympic Games. The city council and the tourism
board are planning to develop a program to ensure
the delivery of high-quality service by all agencies,
private and commercial, to the many guests. Individual groups (hotels, restaurants, public transportation, etc.) 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. Because the
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
high-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 team’s first meeting
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