Crisis Action and Response - Essay Example

Crisis Action and Response Introduction A crisis action plan is relevant in a situation where one needs to find a solution to coordinate the communication between the media with the public in a controversial matter. The crisis action and response plan do not alter the method in which an emergency report took place. This plan is effective since it addresses a dispute that involves media relations and communication problems. The procedures involved in this crisis plan are necessary to provide appropriate solutions within media relations and communication subjects.

The situation in this case involves a crisis whereby a family had made bookings in Colonnade Hotel and Resort. Due to overbooking at the hotel facility, the family lacked accommodation. A dramatic confrontation took place at the front desk where Mr. Ward’s son recorded the incident and posted it on YouTube. Crisis Action and Response From a review of the information provided on the website, it is relevant to take note that the key factor that gave rise to the situation is poor communication.

The front desk agent had to take necessary actions through making an inquiry on why Mr. Ward’s family lacked accommodation despite their early bookings. This crisis plan objective is to ensure that there is a factual assessment of the situation with determination on whether the modes of communication retort were of merit. There could be an assembly of a team to provide appropriate proposals towards the case scenario of the crisis for more effective response (Bradt 2011). Soon after the team proposes the most appropriate suggestion in relation to this crisis, there could be an implementation strategy by identification of necessary constituencies to inform about the crisis.

Make effective communication facts that relate to the situation, which leads to steps that can minimize rumors about the occurrence at the hotel’s front desk. Through an assessment at the incident, one notices that there was no reliable information given to the family to explain to them why they did not get accommodation at the hotel. It was the front desk agent’s responsibility to make an inquiry on why they family could not get accommodation on their arrival. Even after the front desk agent discovered that the hotel could not accommodate the family, she had the responsibility to resolve the situation and take appropriate action that were in favor of the family (Bradt 2011).

After watching the video of the incident at the front desk, there was an acquisition of key points about the way the agent handled the customers. The family was frustrated because they had to move across the city in order for them to link up with their relatives. The crisis puts one individual cornered in that she is defenseless for her actions. The front desk operative would have had considerations on other methods to approach the incident instead of dismissing the clients to another hotel. It is arguable that the family was to blame since they did not confirm with the hotel on the reservations that they had made months earlier (Cline, 2005).

After an assessment of this crisis, it is appropriate to review other options on appropriate methods to convey the crisis. The media was a relevant measure 1that the crises convey took place. In other situations, the media tend to be an irrelevant measure to some crisis in that it tends to exaggerate the degree of a given dispute. An assessment team is appropriate to determine the most appropriate method that one can convey such a crisis. Email Response to Mr. Ward Dear Mr. Kevin Ward, In response to the dispute situation, a few areas require certain consideration to ensure achievement of an appropriate solution.

The hotel has policies that guide it and as a customer, you are required to make confirmations in relation to your arrival. The policies practiced at the hotel are necessary to protect the hotel from faulty booking. There are several instances where customers make bookings yet they fail to show up. This is a loss to the hotel and in order for the management to avoid such circumstances; it has to implement the overbooking policies. The predictions of 100% accuracy are relevant measures to secure the hotel business and not to inconvenience the clients.

The hotel management is currently looking into the matter to necessary measures to ensure that such an incident does not occur in future. Colonnade Hotel and Resort’s Management, Conclusion The crisis action and response plan is relevant to most businesses that encounter unintended circumstances such as the one stated in the website. It is clear that the business faces certain challenges due to the crisis that took place. In this crisis, that involves a family that had to lack accommodation, there are accusations that limit the solutions in that the family members feel offended due to the front desk agent’s approach to the situation.

The front desk agent had the responsibility of developing an appropriate approach measure to the incident since the family made earlier reservations. The management was to consider other relevant actions such as consultations with the family to find a relevant solution that would not trouble the family members. References Bradt, G. B., Check, J. A., & Pedraza, J. E. (2011). The new leader's 100-day action plan: How to take charge, build your team, and get immediate results. Hoboken, N.J: John Wiley & Sons. Cline, P. B. (2005). Organizational crisis response.

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