饭店前厅案例.docxVIP

Case 1 Inter-Departmental Communications It is Thursday morning at The Times Hotel. The reservations manager has printed the list of reservations for the day. The front office staff has prepared 252 packets for guests who have preregistered for the Pet Owners of the Americas Conference. The Times Hotel has been designated the headquarters for the cat owners, while The Sebastian Hotel, located two blocks away, has been designated the headquarters for the dog owners. The participants in the Pet Owners of the Americas Conference are supposed to start arriving at noon. The Times Hotel had a full house on Wednesday night. A planning group (179 rooms) for the Biology Researchers Conference was in the hotel. They held a meeting into the early hours of Thursday morning. Several of the guests posted do not disturb signs on their doors. Yoon-Whan Li, the executive engineer, has noticed the air-conditioning going on and off on the fifth and sixth ?oors. Yoon-Whan investigated the problem and estimates it will require about 12 hours of repair time. Yoon-Whan gets on the phone to the front office to report the problem, but the desk clerks are busy and fail to answer the phone. Meanwhile, another repair call comes in, and Yoon-Whan is off again. The air-conditioning situation is never re- ported to the front office. The chef is busy preparing vendor orders for the day. He is also planning the food production worksheets for the Pet Owners of the Americas. The chef has left word with one of the suppliers to return his call early in the afternoon to clarify an order for the banquet tonight. The organizer for the Pet Owners of the Americas wants a special Swiss chocolate ice cream cake roll. The sales office has also included an order for two ice sculptures—one cat and one dog. The banquet manager and several of his crew are scheduled to arrive about three hours prior to the banquet to begin setting up furniture and tabletops. The servers will arrive about one hour before the ban