No-Kids Policy at Events

Here is the Scenario

You are the banquet manager overseeing a wedding event at Canyon Shadows Resort. A guest arrives at the wedding accompanied by her 5-year-old child, despite the no-kids policy stated in the wedding invitation. When you explain to her that the couple does not want children at the event, the guest demands that a member of your staff watches her 5-year-old from 6 to 9 p.m. so she can attend the wedding and reception. She offers compensation for the service. No one on your staff that evening is a licensed childcare provider.

Questions

Answer the following questions to indicate your effort to provide exceptional guest service:

• Describe the conflict resolution steps you will employ to address the issue.
• Explain the resolution that you will offer to the guest and how you will communicate this information in a way that creates guest loyalty.
• What communication methods will you use in the future with large groups to inform them you are unable to accommodate childcare services?

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