Your largest event of the year is taking place.
Your guest-to-staff ratio is 15:1, and the incident calls immediately start coming into the command center.
Between each incident call, you’re receiving eight to 10 guest requests for random customer issues.
Guests in their suite or VIP section are making one food and beverage call after another.
Wheelchair requests are coming in hand over fist with no end in sight.
Your team is challenged with mitigating the high frequency of incidents occurring.
Your staff is having trouble handling guest requests coming in through the radio, and the calls are so backed up people are complaining – some have even left.
There’s no differentiation of inflow and outflow for requests versus incidents.
Your incident calls are taking priority, and wheelchairs aren’t making it to the guest.
People aren’t getting their food or drink, and housekeeping issues are being neglected.
Routing all calls through one individual is creating chaos and breaking down the operation when it should be moving quickly.
Your operation suddenly falls behind, leaving you helpless.
How do you respond? Your team is in disarray.
Do you have any idea how to pull them out of this mess?