Week-6 Crisis Action Plan.docx - Name Vaibhavi Patel Crisis...

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Name: Vaibhavi Patel Aug 12, 2017 Crisis Action Plan Managerial Communication-MGMT550 Professor: Amanda Manners
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Unfortunately due to the kind of business we are in, situations like this happens. The Colonnade Hotel has taken measures to ensure that while following our overbooking policy, our customers still feel valued and they know we are trying to amend the situation. The Colonnade Hotel does take credit card guarantees, however that does not guarantee the customer will show up for their reservation. When that happens, we relocate the guest and input the following measures: Negotiate walk rates with referral hotels before walking guests. Obtain the selling status of comparable area hotels. Avoid walking Colonnade Prestige Club level members whenever possible. Inform the guests that the hotel cannot honor their reservation because of unexpected stayovers, but that we will pay for their room at a comparable hotel. Offer to forward all messages or calls to the guests at the other hotel. Provide relocated guests with a "walk letter" from the shift leader so that charges can be directly billed to the Colonnade. Enter the walked guests' name and the referral hotel's phone number in the property management system under the VIP guest section. This ensures that we provide the guests with exceptional service and do not walk them on a future stay.
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