1. What are examples of supervisory tactics Annetta might have used in the past to reduce the problem caused by employees who don’t give a priority to their team or the property?
2. What are examples of tactics that Annetta might use to reduce the incidence of poor service experiences for the guests who will be checking in?

3. What, if anything, should Annetta say to the group’s meeting planner who is already on-site?

Alfonso was a front-desk clerk at the Mountain Ridge Hotel, and he was talking to Annetta, the front-desk manager at the 350-room property.
“I know you are aware that we have about 175 guests checking in this afternoon and evening who are here for the conference that begins tomorrow morning. Now you have just explained that you have had several calls in the last two hours from front desk clerks who say they are ill. I’m wondering if that has anything to do with the big concert downtown. At any rate, we will be three employees short for the big rushes after the air flights arrive,” said Alfonso.
Annetta quickly replied: “I’m one of those with tickets for the concert, and it is looking like I won’t be going. However, that still leaves us two persons short, and you are supposed to be off-duty at 5:00 tonight. I don’t know what to do, but it’s starting to look like the initial guest experience is likely to be pretty inhospitable!”