1. What might the preferred customer do if it is denied space and usage of the convention...

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Question:

1. What might the preferred customer do if it is denied space and usage of the convention center?
2. How can this situation be avoided in the future?

The convention bureau in a large and popular convention destination has jurisdiction over the convention center. A seasoned convention sales manager, who has worked for the bureau for seven years and produces more sales than any other sales manager, has rebooked a 2,000-person group for a three-day exposition in the convention center. The exposition is to take place two years from the booking date.

The client has a 15-year history of holding conventions, meetings, and expositions in this convention center and has always used the bureau to contract all space and services. In fact, the sales manager handling the account has worked with the client for seven of the 15 years. The bureau considers this client a preferred customer.

The convention center group meeting planner also appeared in a magazine ad giving a testimony of praise for the convention bureau, this particular sales manager, and the city as a destination for conventions.

Shortly after the group meeting planner confirms the rebooking of the three-day exposition for two years hence, the bureau changes sales administration personnel not once but three times. This creates a challenge for the sales manager in terms of producing contracts, client files, and event profiles, and in the recording and distribution of information. The preferred customer who rebooked has a contract, purchase orders for vendor services, a move-in and setup agenda, and an event profile, all supplied by the sales manager. The sales manager has copies of these documents as well. The two hotels where the group will be staying also have contracts for the VIP group.

As is the nature of this particular bureau, other sales managers have been booking and contracting space for the same time period as the preferred customer that rebooked. In fact, the exhibit hall has been double-booked, as have the breakout rooms for seminars, workshops, and food and beverage service. The groups that contracted later with the convention bureau are all first-time users of the convention center facilities.

This situation remains undetected until 10 days prior to the groups’ arrival. It is brought to the attention of the bureau and the convention center only when the sales manager distributes a memo to schedule a preconvention meeting with the meeting planner and all convention center staff.

Because of the administrative personnel changes, necessary information was not disseminated to key departments and key personnel. The convention center was never notified that space had been contracted for the preferred customer. The preferred customer has been told about this potentially catastrophic situation. Now there is a major problem to rectify.