Module 13 Case Study Double-Booked 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 15year history ofholding 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 gmp meeting_planner also appeared in a mgazine ad gmg testimonnypraise for the convention bureau, this particular sales manager. and the city as a destination for conventions. PR Shortly after the group meeting planner conrms 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 les, and event proles, 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 prole, all supplied by the sales manager. The sales manager has copies ofthese documents as well. The two hotels where the group will be staying also have contracts for the VIP group. The reality As is the nature of this particular bureau, other sales managers have been booking and contracting space for the same 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. Tligmps that contracted later with the convention bureau are all rst-time W This situation remains undetected until 10 days before the gmps' 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 pro-convention meeting with the meeting planner and all convention center staff. Because of the administrative personnel changes, the necessary information was not disseminated to key departments and key personnel. The convention center was never notied that space had been contracted for the preferred customer. The preferred customer has been told about this potentially catastrophic B eastwestcollege.brightspace.com the client for seven of the 15 years. The bureau considers this client a preferred customer. The convention center grp meetingplanner also appeared in a mgazine ad gmg testimonnypraise for W, this particular sales manager, and the city as a destination for conventions. PR Shortly after the group meeting planner conrms the rebooking ofthe 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 proles, and in the recording and distribution of information. The preferred customer who rebooked has a contract, purchase orders for vendor services, a movein and setup agenda, and an event prole, 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. The reality As is the nature ofthis particular bureau, other sales managers have been booking and contracting space for the same 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. mgmps that contracted later with the convention bureau are all rsttime users ofthe convention center facilities. This situation remains undetected until 10 days before the gro_ups' 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 pre-convention meeting with the meeting planner and all convention center staff. Because of the administrative personnel changes, the 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. Discussion Question 1. What are the ramications to the preferred client, the other bookings, and the senior sales manager? 2. How would you approach the preferred customer and the first-time customer? Are you able to satisfy both? 3. What steps would you recommend to prevent this major catastrophe from reoccurring? 4. Should preferred customers be given priority treatment over firsttime customers? Rationalize your position. 8 eastwestcollege.brightspace.com