Addressing and preventing disruptive off-duty conduct by staff to maintain professionalism at Canyon Shadows Resort.
You are the general manager of Canyon Shadows Resort. Your director of sales (DOS) meets with a potential group of clients in the resort lounge from 4 to 8 p.m. As you know, developing on-going relationships with future clients is an important aspect of sales activities to further the business of the resort. After the networking meeting has ended, your DOS is joined by several of his friends, and they continue to drink alcohol. After an hour or so, the lounge manager asks your DOS and his friends to leave as they were being very loud and boisterous, causing other guests to complain. The DOS says to the manager, "Leave me alone. I'm off the clock and can have a few drinks." Several employees of the resort witnessed the behavior of the DOS and shared the information with you.
Answer the following questions to indicate your effort to provide exceptional guest service:
Addressing guest service issues and fostering a Culture of Care at Canyon Shadows Resort by improving concierge engagement.
Taking immediate actions and ensuring thorough follow-ups after a dishwashing staff shortage and injury at Canyon Shadows Restaurant.