1. What decisions must Luka make unilaterally and immediately in this situation?
2. What decisions would best be made after consulting with others in the hotel?
3. What decisions could best be made by the managers and employee team members involved?

“He’s pretty disappointed!” said the sales manager.
“Who’s mad?” asked Luka Cronin, the hotel’s GM as he watched the man who had spoken to the sales manager leave the front-desk area.
“The couple in room 531,” replied the sales manager. “They checked in about an hour ago, and they are here for tonight’s New Year’s Eve package. However, the
champagne and strawberries that were supposed to be in their room are not there.”
“Why not?” asked Luka.
“Well, from what I understand, the front desk reserved their room for them this morning and notified the food and beverage folks that they would be in that specific room so the amenity could be put in it. However, when the couple checked in, they wanted a higher floor, not the ground floor, room and the desk agent moved them to an upper floor room.”
“OK,” said Luka, “That’s the right thing to do.”

“Well,” the sales manager replied, “I guess the food and beverage department was not notified about the change. Then, when the guests complained, the front-desk manager called the food and beverage department. Someone there said he was too busy preparing for tonight’s dinner event to fix a problem caused by another department.”
“What’s the current status of the guest’s request?” asked Luka.
“Well,” replied the sales manager, “It’s been two hours, and the items are still not in the guests’ room. He just said if the champagne and berries were not delivered in the next 15 minutes he’s leaving. More bad news: the guest is in charge of the corporate travel department for Tech-Mar Industries, one of our largest corporate clients.”