Step one: Situation Development
Event occurs and notification of event happens.
Step two: Crisis Assessment
Don’t panic. Gather all relevant materials and information. Assess the situation by speaking with Kathy, reviewing the email, assessing the Trip Advisor Review, looking at the Tweet and watching the video on You Tube. Additionally, speak with the employees at the hotel Mr. Ward and his wife stayed at to see if anything occurred during his stay there. Might reach out to seek legal advice. Might reach out to get an outside PR Agency involved and informed of the situation. Ask the following questions, were we right? Or were we wrong? Or to what extent were we right? Or which were we wrong? Is this policy a good policy to have? Does the negative outweigh the positive? Understand what is essential to being protected such as reputation, etc. Step three: Course of Action Development
Draft email communication to Mr. Ward and send a personal note to all 13 of the other guests in his party’s home address clearly articulating the problem with two to three key message and next steps. Draft email communication to faculty and staff to hold a meeting. Hold meeting to discuss policies and procedures on overbooking policies. During this meeting, discuss different ways the hotel can help manage this process and if there is a solution to the problem.
Step four: Course of Action Selection
Based on the meeting with employees and research of the best way to handle overbookings, Colonnade will implement new policies. Step five: Execution Planning
Communicate with all employees new policies and how to handle situations that arise with overbookings based on new policies. Ensure all employees are up to date on new policies. Inform Mr. Ward as a result of his stay and his situation, we have implemented a new policy. Step six: Execution
Execute on new polices. Respond back to Mr. Ward’s twitter message and You Tube video the new...