II. Mini Case Analysis

Situation. I know what you said, and I think I know what you mean

The director of maintenance, James See, has assigned his crew to start painting

the Tower rooms at the hotel. Prior to making this assignment, he checked with the

reservation manager, Cath Smith, for approval to place the Tower rooms out of order for

four days. Cath consented because a prior reservation for 150 rooms for International

Engineering Alliance (IEA) had been confirmed for only 100.

At 1:00 pm, James received a call from Cath asking if it is possible to reassign

the painting crew to some other duty. The International Engineering Alliance (IEA) have

arrived- all 150 rooms' worth. The lobby is filled with guest for whom no rooms are

available. James tell Cath to give his crew one hour to clean up the mess and air out the

south wing. He says that the north wing has not been prepared for painting, so those

guest rooms are ready for occupancy.

What went right? What went wrong? Describe situation in which communication

between the front office and other department plays a role. Identify communication

problem, trace the source of miscommunication system and present methods of

improving communications.