You are the event manager for Canyon Shadows Country Club. One of your longstanding members, Mr. Grace, is hosting his eldest daughter's high-end wedding reception at the club. The wedding reception for his daughter Beth and her soon-to-be husband Vince includes a five-course dinner, open bar, and dancing for 200 guests. Even though it is early November, Vince and Beth have chosen the restaurant that opens onto the large patio overlooking the golf course so their guests can enjoy all the location has to offer. With so many guests in attendance at this high-dollar event, you want to ensure that the reception goes smoothly. The one issue you have already encountered is uncooperative weather, as it is windy with a slight chill in the air. While the weather may affect the use of the patio, you are confident that the rest of the reception will go as planned.
For each of the conflicts listed below, identify factors contributing to the conflict and actions you will take to resolve the conflict.
The reception is scheduled to begin in 2 hours. Upon check-in with the staff, you learn that the flowers are late. The florist is not the one Canyon Shadows Country Club typically contracts for weddings, but the bride preferred them, so you obliged. After calling the florist, the flowers are finally delivered and displayed on the patio. The flower delivery person approaches you and demands immediate cash payment for the flowers. He explains that he was told by his boss not to leave without cash in hand. You explain that Canyon Shadows Country Club has a billing policy for vendors and that the policy was clearly articulated when the florist was hired. The delivery person is threatening to leave and take the flowers with him.
A member, Mrs. Faith, approaches you in the reception area outside the ballroom. "Are you the manager?" she asks. "Your employee, Janice or Jamie or something… she was very rude to me. I asked her to check my coat. It's very expensive, you know, and she was very rude. I have been a member of this club for over 10 years, I spend a lot of money here, and I have never been treated this way!"
A coat check service was not part of the planning for this event because the unseasonable weather was not expected.
You see Jake, a banquet server, in the kitchen. He is visibly upset. You ask him what is wrong. He explains that he feels it is unfair that Yolanda always gets to serve the head table for wedding parties. “Why is it I never get a chance?” Jake asks. You notice that Yolanda, a highly reliable, long-time employee, is standing nearby looking very angry. There are still three more courses to serve, and the guests are waiting.
The reception is winding down, and most of the members and guests have left. You step outside to the patio to check the weather and see two men in a heated argument on the patio. You recognize one of the men as Mr. Grace's son Ryan (Beth's younger brother). You assume the other man is a guest at the wedding since he is not a club member. Both have drinks in their hands. Walking toward them you hear them yelling at each other, including profanity. As you get closer, Ryan Grace tosses his drink aside, smashing it on the patio, and threatens the other guest with bodily harm.