Communication

Case Study 1
 Case Study: The Communication Breakdown
at Summit Hills Resort
• Background:
Summit Hills Resort is a premium 200-room mountain retreat that caters to
both luxury travelers and corporate clients looking for a peaceful getaway.
The resort is well-known for its scenic views, excellent customer service, and
variety of outdoor activities. It is popular for hosting corporate events,
including team-building retreats, conferences, and weddings.
The resort recently hosted an important three-day corporate retreat for Atlas
Corporation, a major client that regularly books high-profile events.
However, this time, several communication issues occurred between the
resort staff, the event organizers, and the attendees. The result was a series of
complaints from both the corporate organizers and the guests, putting future
bookings from Atlas Corporation at risk.
• The Situation:
• Atlas Corporation booked the entire resort for its annual corporate retreat, expecting
flawless service, as it had experienced in previous years. However, during this event,
communication gaps led to a series of operational issues:
• Room Assignments: Several attendees were assigned incorrect rooms, with some getting
rooms that were either not prepared or did not match the specifications (e.g., executives
expecting suites were placed in standard rooms).
• Event Schedule Miscommunication: The event itinerary provided to the resort was not
properly communicated to the kitchen and catering teams. As a result, meals were
delayed, and special dietary requirements were not met on the first day.
• Mismanaged Equipment for Presentations: The technical team was not informed about
the specific AV needs for a major presentation, leading to a 30-minute delay in the
conference on Day 2 while the right equipment was set up.
• Unclear Communication Channels: Some staff members were unclear about who to
contact when issues arose, leading to delays in addressing guest complaints.
• By the end of the retreat, Atlas Corporation’s event manager expressed frustration and
disappointment to the resort’s management. While acknowledging the beauty of the
location and the friendliness of the staff, the company threatened to take its future
business elsewhere if communication issues were not resolved.
• The Challenge:
• The resort’s General Manager, Priya, must
address the communication failures and develop
a plan to prevent similar problems in the future.
She needs to ensure that the staff can work
together more effectively, particularly when
handling large events. The resort’s reputation for
excellent service is on the line, especially with
corporate clients who expect seamless
experiences.
• Discussion Questions:
1.What should Priya prioritize to resolve the communication issues and
improve future event coordination?
2.Which option would provide the most immediate and long-term
benefits for the resort, considering the frequency of corporate events?
3.How can the resort ensure that different departments remain aligned
and responsive during high-pressure situations?
4.What role should technology play in solving communication issues in
hospitality settings like this one?
5.How can the resort regain the trust of Atlas Corporation and
demonstrate that it has addressed the communication breakdown?
• Communication Issues Identified:
1.Lack of Internal Coordination: The front desk, housekeeping,
catering, and technical teams did not communicate well, leading to
operational problems during the retreat.
2.Inadequate Information Sharing: Critical information, such as the
event schedule and specific guest requests, was not adequately shared
across departments.
3.No Clear Chain of Command: Staff members were unclear about
whom to escalate issues to, resulting in delays when problems arose.
4.Technology Gaps: The resort’s internal communication systems (e.g.,
email or event management software) were outdated and contributed
to the confusion.
• Decision-Making Options:
1.Implement Daily Cross-Department Meetings:
1. To ensure better communication, Priya could introduce daily briefing meetings for all department heads
during large events. This would allow for real-time updates and ensure that all teams are aligned on the
guest requirements and event schedule.
2. This approach could improve coordination but may take up valuable time during peak operations.
2.Adopt an Event Management Software System:
1. The resort could invest in event management software that centralizes information (e.g., room
assignments, dietary preferences, and AV needs). This would allow staff across departments to access
real-time updates and ensure that all guest needs are met efficiently.
2. The downside is the initial cost of software implementation and the need to train staff on its use.
3.Appoint a Dedicated Event Coordinator:
1. Priya could appoint a dedicated staff member as the primary point of contact for all major events. This
person would be responsible for communicating with clients, organizing staff, and addressing any issues
as they arise.
2. While this solution would provide accountability, it might strain resources if a single coordinator is
handling multiple events at once.
4.Enhanced Staff Training on Communication:
1. Priya could organize workshops and training sessions to improve staff communication skills, especially
in terms of inter-department collaboration and guest interaction. This would focus on clarifying chains
of command and ensuring that staff know how to escalate issues efficiently.
2. This option would improve the overall communication culture, but it requires time and commitment
from the staff, which could temporarily disrupt regular operations.
Communication
Case Study 2
 Case Study: The Lost Reservation at City Central
Hotel

• Background:
City Central Hotel is a mid-range, urban hotel that caters primarily to
business travelers. It has 250 rooms, multiple conference rooms, and a
reputation for efficient service and reliable operations. Most of its guests
stay for short periods, attending conferences or meetings at the nearby
convention center.
The hotel uses an online reservation system integrated with third-party
booking platforms, which usually works smoothly. However, recently, a
significant communication failure occurred involving a high-profile
guest who booked directly with the hotel for a major industry
conference.
• The Situation:
One of the keynote speakers for the conference, Mr. David Carter, a CEO of a
well-known tech company, booked a suite at City Central Hotel three months
before the event. His assistant called the hotel to make a special request: the
suite should be equipped with certain high-end office amenities, including a
fax machine, printer, and a full desk setup to allow Mr. Carter to work while
preparing for his presentations.
When Mr. Carter arrived, his reservation could not be found in the system.
Worse, no suite was available, and his special requests had not been recorded.
Front desk staff offered Mr. Carter a standard room, but he refused,
expressing his frustration at the lack of preparedness. After some time, the
staff managed to arrange a smaller executive room for the night, but Mr.
Carter was visibly upset by the experience and took to social media, posting
about the poor service. His post quickly gained traction, receiving comments
from other business travelers who had faced similar issues with hotel
communication.
• The Challenge:
The hotel's General Manager, Elena, is now facing
a public relations issue due to the negative
attention brought by Mr. Carter's social media
post. Additionally, the hotel risks losing business
from other corporate guests attending the
conference. Elena must investigate what went
wrong, improve internal communication
processes, and regain the trust of high-profile
clients like Mr. Carter.
• Discussion Questions:
1.What should Elena prioritize to address the communication
breakdown and prevent similar issues in the future?
2.How can the hotel balance the needs of high-profile guests with its
regular operations?
3.What role does technology play in improving communication, and
how should the hotel approach updating its reservation system?
4.How should the hotel handle the negative social media attention and
regain its reputation among business travelers?
5.Should Elena focus more on immediate guest recovery (apology and
compensation) or long-term operational improvements?
• Communication Issues Identified:
1.Miscommunication Between Departments: The special requests
from Mr. Carter’s assistant were relayed to the front desk staff, but this
information was not passed on to housekeeping or the guest services
team.
2.Failure in Reservation System Integration: Mr. Carter’s reservation,
despite being confirmed, was not properly entered into the hotel’s
system, leading to confusion when he arrived.
3.Lack of Communication Protocol for VIP Guests: Although Mr.
Carter was a high-profile guest, there were no special communication
protocols in place to ensure his needs were met in advance.
4.Delayed Response to the Issue: The front desk staff struggled to
address Mr. Carter’s concerns in a timely manner, leading to a poor
guest experience.
• Decision-Making Options:
1. Implement a VIP Guest Protocol:
1. Elena could create a VIP guest protocol that ensures the needs of high-profile guests are communicated clearly
across all departments (front desk, housekeeping, room service, etc.). This protocol would include assigning a
dedicated staff member to each VIP guest to handle their requests from the time of booking until checkout.
2. This approach may add a layer of complexity but could prevent miscommunication in the future.
2. Upgrade the Reservation System:
1. The hotel could invest in upgrading its reservation system to ensure better integration with third-party
platforms and direct bookings. This would help avoid situations where bookings are lost or fail to sync with
the system.
2. However, this option might require significant financial investment and time for staff training, leading to
short-term operational disruptions.
3. Improve Cross-Department Communication:
1. Regular meetings or briefings could be established to ensure all departments are aware of any special requests
or high-profile guest bookings. This would also involve creating a communication checklist to make sure no
critical information is missed.
2. This solution would require staff to coordinate more frequently, which could be time-consuming during peak
times.
4. Offer a Personalized Apology and Compensation:
1. To address the immediate issue, Elena could offer Mr. Carter a personalized apology, explaining the
communication breakdown, and offering a complimentary stay or an upgrade for future visits. She could also
invite him to return for a free stay and emphasize that steps are being taken to improve communication.
2. While this might repair the relationship with Mr. Carter, it doesn’t address the underlying operational issues.
• Additional Considerations:
• Staff Training: Staff may need to undergo additional
training to ensure that special requests are handled correctly
and information is communicated effectively across
departments.
• Brand Reputation: City Central Hotel relies heavily on
business travelers. The public nature of Mr. Carter’s
complaint could affect the hotel’s brand image if not
handled swiftly and transparently.
• Future Conferences: With many guests arriving for
conferences, it is crucial that the hotel improves its
communication process to prevent similar issues with other
attendees.