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CRISIS MANAGEMENTCASE STUDY # 1: The Bully

What is the specific problem? What could be its root cause?Jenny is a rookie wait staff just on her 2nd voyageLack of manpower due to 3 absent staffDisorganized table due to volume of order/ lack of maintain the tableLack of attention to guest needs/concern causing jenny to neglect Ms. Sbagliato

2. What is your most feasible solution?Get all information from jenny, answering the question why the guest became upset.Calmly approach the guest and introduce oneself and inform the guest regarding her complaint.Listen and mentally take note of the guest concern. DO NOT INTERRUPT.Empathize and apologize for the denation of the staff.Take action and rectify the concern of the guest. 3. Contingency plan.Inform the Senior Manager/Division Manager of the situation.Guest service recovery program (Ex. Wine Bottle/Glass )

4. What is your expected outcome?The guest will be appeased and confident that she is given proper attention.Prepare an incident report with an action plan.5. Do you have any proactive measures for future similar incidents/events?Train the staff on handling guest complaint.Train the staff to be proficient in managing.1. Handling a food poison incidentimproper food handling due to abuse in food temperature holding time.Cross contamination due to bulk of perishable food itemsImproper segregation of perishable food ItemsCASE STUDY # 4: Oro, Plata, Mata2.Alert the captain of the Ship of the situation related to food bourne illness to dock on the nearest port w/ hospitalRequest for immediate assistance from higher authorities to seek more advanced emergency team in nearby area/sInform the Chef to check if an ingredients Pacify the guests and inform them that advanced medical assistance is already contacted. 4. Affected guests/ passengers will be given immediate medical attentionPrepare incident reports coming from each member of the kitchen brigade and service staffPrepare action plan based on the result of the investigationTrain kitchen and staff about HACCP and food handling standardsImplement HACCP

Parts of a MASTED SAILING SHIP

Romantwo-mastedtrireme, its foremast showing a typically strong forward rake

Roman merchantman (corbita) with mainmast and foremast under sail

Todays masted sailing ships

STAR CLIPPERS

WINDSTAR CRUISES -END-H-222SHERWIN FOJASCHARMILYN ABADMARGAUX NANASCAMARK LATINA